Senior Analyst, Customer Service
The Cigna Group
Customer Support Associate, Email/SMS and Influencer Outreach
Pomelo
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob 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
