Customer Support, Email/SMS

4 days ago

Work from Home, Philippines Pomelo Health Full time ₱40,000 - ₱60,000 per year

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 skilled and experienced teammate to 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 with customer support, email/SMS campaign management, and influencer 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

  • Bachelor's degree in a relevant field
  • 3+ years of experience working in DTC/e-commerce (ideally with a Shopify-based brand)
  • Advanced proficiency with CX platforms (Gorgias, Zendesk, etc.) and AI-driven support tools
  • Demonstrated experience in 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 on US 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 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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