Customer Experience & Community Support Specialist
New
P
PomeloE-Commerce
USA, US time zoneFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Professional fluency in English with excellent written, reading, and speaking skills
- Experience
- 3+ years
- Required Skills
- ShopifyZendeskNotionCustomer support
Requirements
- Bachelor’s degree in a relevant field.
- 3+ years of experience in DTC customer support, ideally with a Shopify-based brand.
- Advanced proficiency with CX platforms such as Gorgias or Zendesk.
- Experience using AI-driven support tools, automations, and macros.
- Background in community management and social media moderation.
- Exceptional writing skills with the ability to maintain brand voice across various platforms.
- Familiarity with content management tools like Google Drive, Airtable, Notion, or DAM systems.
- Professional fluency in English (written, reading, and speaking).
- Ability to work 8 hours per day, Monday to Friday, in US time zones.
- Access to a reliable laptop/desktop and high-speed internet.
- Bonus: Experience in content tagging, CMS, or media asset management.
Responsibilities
- Manage daily customer support inquiries across email, chat, social DMs, and product comments using platforms like Gorgias or Zendesk.
- Leverage AI tools, automations, and macros to optimize response times and ticket handling.
- Monitor and report on CX KPIs such as CSAT, response time, and ticket volume.
- Maintain and update FAQ content, the knowledge base, and response templates.
- Engage with the community on social media platforms like Instagram and TikTok by responding to comments and questions.
- Identify and escalate customer complaints, PR risks, or sensitive issues to relevant stakeholders.
- Tag and archive a library of 2,000+ media assets by product, theme, and usage rights using tools like Google Drive, Airtable, or Notion.
- Collaborate with marketing and creative teams to ensure alignment on content organization and feedback loops.
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