Customer Experience & Community Support Specialist
New
P
PomeloE-commerce DTC
Listing locations: USA, US time zoneFull-TimeSenior
SalaryCompetitive pay, always in US dollars
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Job Details
- Languages
- Professional fluency in English
- 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.
- Hands-on experience with AI-driven support tools and automations.
- Experience with community management and social media moderation.
- Strong writing skills with the ability to mirror brand voice.
- Familiarity with content management tools like Google Drive, Airtable, Notion, or DAM systems.
- Professional fluency in English (written, reading, and speaking).
- Access to a laptop/desktop with reliable, fast internet.
- Ability to work in US time zone, Monday to Friday, 8 hours per day.
- Highly organized and fast learner.
- Bonus: Experience in content tagging, CMS, or media asset management.
Responsibilities
- Own day-to-day customer service across email, chat, social DMs, and product comments using platforms like Gorgias or Zendesk.
- Leverage AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responses.
- Track and report on CX KPIs including response time, ticket volume, and CSAT.
- Maintain and evolve the knowledge base, FAQ content, and response templates.
- Respond to comments and questions on social platforms in real time according to brand voice guidelines.
- Tag and archive a large library of digital media assets within systems like Google Drive, Airtable, or Notion.
- Capture and relay customer insights and trends to Marketing, Product, and Ops teams.
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