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

About UsPomelo 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 RoleWe’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.ResponsibilitiesCustomer Support (Primary Focus)Own day-to-day customer service across email, chat, social DMs, and product comments, using Gorgias, Zendesk, or similar platformsLeverage AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responsesTrack and report on CX KPIs (response time, ticket volume, CSAT, etc.)Proactively suggest and help implement new automations, macros, and workflows to improve CX efficiencyMaintain and evolve the knowledge base, FAQ content, and response templatesCommunity ManagementRespond to comments and questions on social platforms (Instagram, TikTok, etc.) in real time, using our brand voice guidelinesFlag any customer complaints, PR risks, or sensitive issues for escalationSupport community engagement during product launches, campaigns, and sales eventsContent 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 creatorWork inside Google Drive, Airtable, Notion, or our DAM system (TBD) to create a clean, searchable archiveCollaborate with the marketing and creative teams to align on tagging structure and content filtersCross-Team Feedback LoopCapture and relay customer insights, trends, and common questions to Marketing, Product, and Ops teamsHelp shape customer-centric campaigns, landing pages, and product FAQs based on frontline experienceQualificationsBachelor’s degree in a relevant field3+ years in DTC customer support (ideally with a Shopify-based brand)Advanced proficiency with CX platforms (Gorgias, Zendesk, etc.) and AI-driven support toolsExperience with community management and social moderationStrong writing skills with an ability to mirror brand voice across platformsComfort with content management tools (Google Drive, Airtable, Notion, or DAM systems)Organized, fast learner, and obsessed with improving customer experience and response speedBonus: Experience in content tagging, CMS, or media asset managementProfessional fluency in English with excellent written, reading, and speaking skillsAccess to a laptop/desktop with reliable and fast Internet connectionAbility to work in US time zone, Monday to Friday (8 hours per day)Previous experience working the overnight shiftBenefitsCompetitive pay, always in US dollarsWork remotely from the comfort of your homeHealth & wellness benefitPaid holidays and time offPerformance and referral bonusesGlobal exposure to the world’s best companies