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

Pomelo is looking for a Customer Experience & Community Support Specialist who can provide exceptional customer service, manage community engagement, and maintain a knowledge base. The ideal candidate has 3+ years of experience in DTC customer support and advanced proficiency with CX platforms and AI-driven support tools.

Requirements

• 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
• 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