Customer Support, Email/SMS
4 days ago
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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