Pomelo

Customer Support Associate, Email/SMS and Influencer Outreach

Pomelo

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Respond to customer questions via email and chat with empathy and accuracy
  • Troubleshoot order issues and escalate when needed
  • Keep customer communication friendly, human, and helpful
  • Set up, schedule, and monitor email and SMS campaigns using Klaviyo and Postscript
  • QA campaigns to ensure links, images, and copy are accurate
  • Track campaign performance metrics and share insights for improvement
  • Execute influencer outreach using provided scripts and sequences
  • Manage follow-ups and track outcomes in an organized system
  • Help build relationships to grow brand awareness and credibility
  • Wear multiple hats initially with opportunity to specialize as volumes grow

Requirements

  • 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; 40 hours per week)
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportemail campaignsSMS campaignsinfluencer outreachcampaign performance metricstroubleshootingquality assurance
Soft skills
empathycommunicationorganizationrelationship buildingprofessionalismapproachability
Certifications
Bachelor’s degree