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 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