Customer Experience & Community Support Specialist (for E-Commerce Brand)

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 worlds top companies operate.

About the Role

Were looking for aCustomer Experience & Community Support Specialistwhos equal partsproblem solver,tech operator, andcontent 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 acrossemail, chat, social DMs, and product comments, usingGorgias, Zendesk, or similar platforms

• LeverageAI tools, automations, macros, and helpdesk integrationsto drive fast, helpful responses

• Track and report onCX KPIs (response time, ticket volume, CSAT, etc.)

• Proactivelysuggest and help implement new automations, macros, and workflowsto improve CX efficiency

• Maintain and evolve theknowledge base, FAQ content, and response templates

Community Management

• Respond tocomments and questions on social platforms (Instagram, TikTok, etc.)in real time, using ourbrand voice guidelines

• Flag anycustomer complaints, PR risks, or sensitive issues for escalation

• Support community engagement duringproduct launches, campaigns, and sales events

Content Tagging & Archiving (Initial Project Focus)

• Dive into ourlibrary of 2,000+ videos and photosandtag each asset by product, theme, usage rights, format, and creator

• Work insideGoogle Drive, Airtable, Notion, or our DAM system (TBD)to create a clean, searchable archive

• Collaborate with themarketing and creative teamsto align on tagging structure and content filters

Cross-Team Feedback Loop

• Capture and relaycustomer insights, trends, and common questionsto Marketing, Product, and Ops teams

• Help shapecustomer-centric campaigns, landing pages, and product FAQsbased on frontline experience

Qualifications

• Bachelors degree in a relevant field

• 3+ years in DTC customer support(ideally with a Shopify-based brand)

• Advanced proficiency withCX platforms (Gorgias, Zendesk, etc.)andAI-driven support tools

• Experience withcommunity management and social moderation

• Strong writing skills with an ability tomirror brand voice across platforms

• Comfort withcontent management tools (Google Drive, Airtable, Notion, or DAM systems)

• Organized, fast learner, andobsessed with improving customer experience and response speed

• Bonus: Experience incontent 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 inUS 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 worlds best companies