Customer Experience & Community Support Specialist
New
P
PomeloDTC e-commerce
Listing locations: USA, Ability to work in US time zone, Monday to Friday (8 hours per day)Full-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 in DTC customer support
- Required Skills
- ZendeskNotion
Requirements
- Bachelor’s degree in a relevant field.
- 3+ years in DTC customer support, ideally with a Shopify-based brand.
- Advanced proficiency with CX platforms such as Gorgias or Zendesk.
- Experience with AI-driven support tools.
- Experience with community management and social moderation.
- Strong writing skills and the ability to mirror brand voice across platforms.
- Comfort with content management tools such as Google Drive, Airtable, Notion, or DAM systems.
- Professional fluency in English with excellent written, reading, and speaking skills.
- Ability to work in the US time zone, Monday to Friday, 8 hours per day.
- Access to a laptop or desktop with reliable, fast internet connection.
- Previous experience working the overnight shift.
- Experience in content tagging, CMS, or media asset management is a bonus.
Responsibilities
- Own day-to-day customer service across email, chat, social DMs, and product comments using Gorgias, Zendesk, or similar platforms.
- Use AI tools, automations, macros, and helpdesk integrations to provide fast, helpful responses.
- Track and report CX KPIs, including response time, ticket volume, and CSAT.
- Suggest and help implement automations, macros, and workflows to improve CX efficiency.
- Maintain the knowledge base, FAQ content, and response templates.
- Respond to comments and questions on social platforms such as Instagram and TikTok, and flag complaints, PR risks, or sensitive issues for escalation.
- Support community engagement during product launches, campaigns, and sales events.
- Tag videos and photos by product, theme, usage rights, format, and creator, and organize them into a searchable archive.
- Collaborate with marketing and creative teams on tagging structure and content filters.
- Share customer insights, trends, and common questions with Marketing, Product, and Ops teams.
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