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

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    "heading": "Customer Experience & Community Support Specialist (for E-Commerce Brand)",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<p><strong>About Us</strong></p><p>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&#8217;s top companies operate.</p><p><strong>About the Role</strong></p><p>We&#8217;re looking for a&#160;<b>Customer Experience &amp; Community Support Specialist</b>&#160;who&#8217;s equal parts&#160;<b>problem solver</b>,&#160;<b>tech operator</b>, and&#160;<b>content organizer</b>. 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.</p><p><strong>Responsibilities</strong></p><p><b>Customer Support (Primary Focus)</b></p><ul><li>Own day-to-day customer service across&#160;<b>email, chat, social DMs, and product comments</b>, using&#160;<b>Gorgias, Zendesk, or similar platforms</b></li><li>Leverage&#160;<b>AI tools, automations, macros, and helpdesk integrations</b>&#160;to drive fast, helpful responses</li><li>Track and report on&#160;<b>CX KPIs (response time, ticket volume, CSAT, etc.)</b></li><li>Proactively&#160;<b>suggest and help implement new automations, macros, and workflows</b>&#160;to improve CX efficiency</li><li>Maintain and evolve the&#160;<b>knowledge base, FAQ content, and response templates</b></li></ul><p><b>Community Management</b></p><ul><li>Respond to&#160;<b>comments and questions on social platforms (Instagram, TikTok, etc.)</b>&#160;in real time, using our&#160;<b>brand voice guidelines</b></li><li>Flag any&#160;<b>customer complaints, PR risks, or sensitive issues for escalation</b></li><li>Support community engagement during&#160;<b>product launches, campaigns, and sales events</b></li></ul><p><b>Content Tagging &amp; Archiving (Initial Project Focus)</b></p><ul><li>Dive into our&#160;<b>library of 2,000+ videos and photos</b>&#160;and&#160;<b>tag each asset by product, theme, usage rights, format, and creator</b></li><li>Work inside&#160;<b>Google Drive, Airtable, Notion, or our DAM system (TBD)</b>&#160;to create a clean, searchable archive</li><li>Collaborate with the&#160;<b>marketing and creative teams</b>&#160;to align on tagging structure and content filters</li></ul><p><b>Cross-Team Feedback Loop</b></p><ul><li>Capture and relay&#160;<b>customer insights, trends, and common questions</b>&#160;to Marketing, Product, and Ops teams</li><li>Help shape&#160;<b>customer-centric campaigns, landing pages, and product FAQs</b>&#160;based on frontline experience</li></ul><p><strong>Qualifications</strong></p><ul><li>Bachelor&#8217;s degree in a relevant field</li><li><b>3+ years in DTC customer support</b>&#160;(ideally with a Shopify-based brand)</li><li>Advanced proficiency with&#160;<b>CX platforms (Gorgias, Zendesk, etc.)</b>&#160;and&#160;<b>AI-driven support tools</b></li><li>Experience with&#160;<b>community management and social moderation</b></li><li>Strong writing skills with an ability to&#160;<b>mirror brand voice across platforms</b></li><li>Comfort with&#160;<b>content management tools (Google Drive, Airtable, Notion, or DAM systems)</b></li><li>Organized, fast learner, and&#160;<b>obsessed with improving customer experience and response speed</b></li><li>Bonus: Experience in&#160;<b>content tagging, CMS, or media asset management</b></li><li>Professional fluency in English with excellent written, reading, and speaking skills</li><li>Access to a laptop/desktop with reliable and fast Internet connection</li><li><strong>Ability to work in&#160;US time zone, Monday to Friday (8 hours per day)</strong></li><li>Previous experience working the overnight shift</li></ul><p><strong>Benefits</strong></p><ul><li>Competitive pay, always in US dollars</li><li>Work remotely from the comfort of your home</li><li>Health &amp; wellness benefit</li><li>Paid holidays and time off</li><li>Performance and referral bonuses</li><li>Global exposure to the world&#8217;s best companies</li></ul>",
    "description_text": "About Us\n 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.\n About the Role\n 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.\n Responsibilities\n Customer Support (Primary Focus)\n Own day-to-day customer service across  email, chat, social DMs, and product comments , using  Gorgias, Zendesk, or similar platforms\n Leverage  AI tools, automations, macros, and helpdesk integrations  to drive fast, helpful responses\n Track and report on  CX KPIs (response time, ticket volume, CSAT, etc.)\n Proactively  suggest and help implement new automations, macros, and workflows  to improve CX efficiency\n Maintain and evolve the  knowledge base, FAQ content, and response templates\n Community Management\n Respond to  comments and questions on social platforms (Instagram, TikTok, etc.)  in real time, using our  brand voice guidelines\n Flag any  customer complaints, PR risks, or sensitive issues for escalation\n Support community engagement during  product launches, campaigns, and sales events\n Content Tagging & Archiving (Initial Project Focus)\n Dive into our  library of 2,000+ videos and photos  and  tag each asset by product, theme, usage rights, format, and creator\n Work inside  Google Drive, Airtable, Notion, or our DAM system (TBD)  to create a clean, searchable archive\n Collaborate with the  marketing and creative teams  to align on tagging structure and content filters\n Cross-Team Feedback Loop\n Capture and relay  customer insights, trends, and common questions  to Marketing, Product, and Ops teams\n Help shape  customer-centric campaigns, landing pages, and product FAQs  based on frontline experience\n Qualifications\n Bachelor’s degree in a relevant field\n 3+ years in DTC customer support  (ideally with a Shopify-based brand)\n Advanced proficiency with  CX platforms (Gorgias, Zendesk, etc.)  and  AI-driven support tools\n Experience with  community management and social moderation\n Strong writing skills with an ability to  mirror brand voice across platforms\n Comfort with  content management tools (Google Drive, Airtable, Notion, or DAM systems)\n Organized, fast learner, and  obsessed with improving customer experience and response speed\n Bonus: Experience in  content tagging, CMS, or media asset management\n Professional fluency in English with excellent written, reading, and speaking skills\n Access to a laptop/desktop with reliable and fast Internet connection\n Ability to work in US time zone, Monday to Friday (8 hours per day)\n Previous experience working the overnight shift\n Benefits\n Competitive pay, always in US dollars\n Work remotely from the comfort of your home\n Health & wellness benefit\n Paid holidays and time off\n Performance and referral bonuses\n Global exposure to the world’s best companies",
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    "title": "Customer Experience & Community Support Specialist (for E-Commerce Brand)",
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