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

Remote
Full Time
Experienced

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
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