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Pomelo Care · 2 months ago

Client Support Associate, New Ventures

United States

Full-time

Remote

Mid Level

$70K/yr - $90K/yr

3+ years exp

Pomelo Care is a multi-disciplinary team focused on improving care for moms and babies through technology-driven solutions. The Client Support Associate will deliver high-quality support, troubleshoot complex issues, and collaborate with various teams to enhance client experiences and operational efficiencies.

ChildrenHealth CareMobile AppsWomen's

Responsibilities

Deliver high-quality support: Provide empathetic, timely, and resolutions-focused client support to our clients across all communication channels (email, chat, phone)

Timely situation resolution: Troubleshoot complex client issues through both independent and cross-functional problem-solving to deliver high-quality responses within a timely manner

Template and documentation development: Create, refine, and maintain a library of support templates, internal knowledge base articles, and client-facing FAQs to improve response time and streamline knowledge dissemination

Scaling support operations: Proactively identify, standardize, and automate support processes to drive efficiency and deliver great client outcomes at scale

Leverage technology to drive efficiency: Use platforms, like Zendesk, to manage the ticket lifecycle from intake to resolution, ensuring accurate logging and reporting of all client interactions

Collaboration: Work closely with Operations and Clinical teams to communicate client feedback, reproduce bugs, and advocate for user needs

Qualification

Zendesk proficiencyCustomer support experienceData analysisTemplate developmentCommunication skills

Required

3+ years of experience providing customer or client support, ideally within a high-growth startup, healthcare, or technology environment

Proficiency with Zendesk (or a similar help desk platform) for ticket management, macro creation, and reporting

A proven track record of maintaining high customer satisfaction (CSAT/NPS) scores and managing a fast-paced queue

Exceptional written and verbal communication skills with a meticulous attention to detail

An independent and critical thinker who is comfortable operating in an environment where processes are constantly being optimized and defined

Proficiency in leveraging data (e.g., ticket volume, resolution time) to drive process improvements

Benefits

Competitive healthcare benefits

Generous equity compensation

Unlimited vacation

Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)