Customer Support, Email/SMS & Influencer Outreach Associate

About Us

Pomelo places the best offshore talent with top brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.

About the Role

We’re looking for a skilled and experienced teammate to join a biotech/e-commerce company on a mission to help people think clearer and feel better by reducing decision fatigue with neuroscience-backed products. This person will become an integral part of the team and should be ready to wear a few hats at the start: helping with customer support, email/SMS campaign management, and influencer outreach. Right now, volumes are still low, so this is a blended role. As we grow, there will be plenty of room to specialize and take deeper ownership of one area.

Responsibilities

Customer Support (Email & Chat)

• Respond to customer questions with empathy and accuracy
• Troubleshoot order issues and escalate when needed
• Keep our customer communication friendly, human, and helpful

Email & SMS Campaign Management

• Set up, schedule, and monitor email and SMS campaigns (Klaviyo/Postscript)
• QA campaigns to ensure links, images, and copy are accurate
• Track performance metrics and share insights for improvement

Influencer Outreach

• Execute outreach to influencers using provided scripts and sequences
• Manage follow-ups and track outcomes in an organized system
• Help build relationships that grow our brand awareness and credibility

Qualifications

• 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)
• 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