Pomelo
Customer Experience & Community Support Specialist (for E-Commerce Brand)
Pomelo, Poland, New York, United States
About Us
Pomelo places the best offshore talent with top brands, startups, and agencies across the globe. We enable hard‑working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.
About the Role We’re looking for a Customer Experience & Community Support Specialist who’s equal parts problem solver , tech operator , and content organizer . This role is perfect for someone who thrives in fast‑paced DTC environments, loves leveraging technology (including AI), and enjoys being close to both the customer and the content.
Responsibilities Customer Support (Primary Focus)
Own day‑to‑day customer service across
email, chat, social DMs, and product comments , using
Gorgias, Zendesk, or similar platforms
Leverage
AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responses
Track and report on
CX KPIs (response time, ticket volume, CSAT, etc.)
Proactively
suggest and help implement new automations, macros, and workflows to improve CX efficiency
Maintain and evolve the
knowledge base, FAQ content, and response templates
Community Management
Respond to
comments and questions on social platforms (Instagram, TikTok, etc.) in real time, using our
brand voice guidelines
Flag any
customer complaints, PR risks, or sensitive issues for escalation
Support community engagement during
product launches, campaigns, and sales events
Content Tagging & Archiving (Initial Project Focus)
Dive into our
library of 2,000+ videos and photos and
tag each asset by product, theme, usage rights, format, and creator
Work inside
Google Drive, Airtable, Notion, or our DAM system (TBD) to create a clean, searchable archive
Collaborate with the
marketing and creative teams to align on tagging structure and content filters
Cross‑Team Feedback Loop
Capture and relay
customer insights, trends, and common questions to Marketing, Product, and Ops teams
Help shape
customer‑centric campaigns, landing pages, and product FAQs based on frontline experience
Qualifications
Bachelor’s degree in a relevant field
3+ years in DTC customer support (ideally with a Shopify‑based brand)
Advanced proficiency with
CX platforms (Gorgias, Zendesk, etc.) and
AI‑driven support tools
Experience with
community management and social moderation
Strong writing skills with an ability to
mirror brand voice across platforms
Comfort with
content management tools (Google Drive, Airtable, Notion, or DAM systems)
Organized, fast learner, and
obsessed with improving customer experience and response speed
Bonus: Experience in
content tagging, CMS, or media asset management
Professional fluency in English with excellent written, reading, and speaking skills
Access to a laptop/desktop with reliable and fast Internet connection
Ability to work in US time zone, Monday to Friday (8 hours per day)
Previous experience working the overnight shift
Benefits
Competitive pay, always in US dollars
Work remotely from the comfort of your home
Health & wellness benefit
Paid holidays and time off
Performance and referral bonuses
Global exposure to the world’s best companies
#J-18808-Ljbffr
About the Role We’re looking for a Customer Experience & Community Support Specialist who’s equal parts problem solver , tech operator , and content organizer . This role is perfect for someone who thrives in fast‑paced DTC environments, loves leveraging technology (including AI), and enjoys being close to both the customer and the content.
Responsibilities Customer Support (Primary Focus)
Own day‑to‑day customer service across
email, chat, social DMs, and product comments , using
Gorgias, Zendesk, or similar platforms
Leverage
AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responses
Track and report on
CX KPIs (response time, ticket volume, CSAT, etc.)
Proactively
suggest and help implement new automations, macros, and workflows to improve CX efficiency
Maintain and evolve the
knowledge base, FAQ content, and response templates
Community Management
Respond to
comments and questions on social platforms (Instagram, TikTok, etc.) in real time, using our
brand voice guidelines
Flag any
customer complaints, PR risks, or sensitive issues for escalation
Support community engagement during
product launches, campaigns, and sales events
Content Tagging & Archiving (Initial Project Focus)
Dive into our
library of 2,000+ videos and photos and
tag each asset by product, theme, usage rights, format, and creator
Work inside
Google Drive, Airtable, Notion, or our DAM system (TBD) to create a clean, searchable archive
Collaborate with the
marketing and creative teams to align on tagging structure and content filters
Cross‑Team Feedback Loop
Capture and relay
customer insights, trends, and common questions to Marketing, Product, and Ops teams
Help shape
customer‑centric campaigns, landing pages, and product FAQs based on frontline experience
Qualifications
Bachelor’s degree in a relevant field
3+ years in DTC customer support (ideally with a Shopify‑based brand)
Advanced proficiency with
CX platforms (Gorgias, Zendesk, etc.) and
AI‑driven support tools
Experience with
community management and social moderation
Strong writing skills with an ability to
mirror brand voice across platforms
Comfort with
content management tools (Google Drive, Airtable, Notion, or DAM systems)
Organized, fast learner, and
obsessed with improving customer experience and response speed
Bonus: Experience in
content tagging, CMS, or media asset management
Professional fluency in English with excellent written, reading, and speaking skills
Access to a laptop/desktop with reliable and fast Internet connection
Ability to work in US time zone, Monday to Friday (8 hours per day)
Previous experience working the overnight shift
Benefits
Competitive pay, always in US dollars
Work remotely from the comfort of your home
Health & wellness benefit
Paid holidays and time off
Performance and referral bonuses
Global exposure to the world’s best companies
#J-18808-Ljbffr