Customer Support - Email/SMS & Influencer Outreach Associate
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 askilled and experienced teammateto join a biotech/e-commerce company on a mission to help people think clearer and feel better by reducing decision fatigue with neuroscience-backed products.This person will become an integral part of the team and should be ready to wear a few hats at the start: helping withcustomer support,email/SMS campaign management, andinfluencer outreach. Right now, volumes are still low, so this is a blended role. As we grow, there will be plenty of room to specialize and take deeper ownership of one area.
Responsibilities
Customer Support (Email & Chat)
Respond to customer questions with empathy and accuracy
Troubleshoot order issues and escalate when needed
Keep our customer communication friendly, human, and helpful
Email & SMS Campaign Management
Set up, schedule, and monitor email and SMS campaigns (Klaviyo/Postscript)
QA campaigns to ensure links, images, and copy are accurate
Track performance metrics and share insights for improvement
Influencer Outreach
Execute outreach to influencers using provided scripts and sequences
Manage follow-ups and track outcomes in an organized system
Help build relationships that grow our brand awareness and credibility
Qualifications
Bachelors degree in a relevant field
3+ years of experience working in DTC/e-commerce(ideally with a Shopify-based brand)
Advanced proficiency withCX platforms (Gorgias, Zendesk, etc.)andAI-driven support tools
Demonstrated experiencein at least two of the three areas: customer support, email/SMS campaigns, or influencer outreach
Strong written English skills (clear, professional, approachable)
Comfortable working full-time onUS business hours
Tech-savvy: quick to pick up tools (we use Klaviyo, Postscript, Shopify, Slack, and outreach tools)
Reliable internet connection and a quiet workspace
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
Customer Support - Email/SMS & Influencer Outreach Associate
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 askilled and experienced teammateto join a biotech/e-commerce company on a mission to help people think clearer and feel better by reducing decision fatigue with neuroscience-backed products.This person will become an integral part of the team and should be ready to wear a few hats at the start: helping withcustomer support,email/SMS campaign management, andinfluencer outreach. Right now, volumes are still low, so this is a blended role. As we grow, there will be plenty of room to specialize and take deeper ownership of one area.
Responsibilities
Customer Support (Email & Chat)
Respond to customer questions with empathy and accuracy
Troubleshoot order issues and escalate when needed
Keep our customer communication friendly, human, and helpful
Email & SMS Campaign Management
Set up, schedule, and monitor email and SMS campaigns (Klaviyo/Postscript)
QA campaigns to ensure links, images, and copy are accurate
Track performance metrics and share insights for improvement
Influencer Outreach
Execute outreach to influencers using provided scripts and sequences
Manage follow-ups and track outcomes in an organized system
Help build relationships that grow our brand awareness and credibility
Qualifications
Bachelors degree in a relevant field
3+ years of experience working in DTC/e-commerce(ideally with a Shopify-based brand)
Advanced proficiency withCX platforms (Gorgias, Zendesk, etc.)andAI-driven support tools
Demonstrated experiencein at least two of the three areas: customer support, email/SMS campaigns, or influencer outreach
Strong written English skills (clear, professional, approachable)
Comfortable working full-time onUS business hours
Tech-savvy: quick to pick up tools (we use Klaviyo, Postscript, Shopify, Slack, and outreach tools)
Reliable internet connection and a quiet workspace
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