Work from home as the voice of a mission driven maternal health startup. As a Client Support Associate at Pomelo Care, you’ll own the frontline experience for clients, resolving issues quickly while helping build the systems and workflows that keep support running smoothly at scale.
About Pomelo Care
Pomelo Care is a virtual maternal and newborn care company focused on improving outcomes for moms and babies. Their tech enabled care platform engages patients early, identifies risk for poor pregnancy outcomes, and delivers personalized, coordinated support through pregnancy, NICU stays, and the first postpartum year. Pomelo measures success with real-world impact: fewer preterm births, NICU admissions, c-sections, and maternal deaths, while lowering healthcare costs.
Schedule
- Full-time, remote role based in the United States
- Standard weekday schedule, with flexibility to meet client and team needs
- Operates in a fast paced, high growth startup environment
- Cross-functional work with Operations, Clinical, and Product/Tech teams
What You’ll Do
- Provide empathetic, timely support to clients across email, chat, and phone, focusing on clear, resolution driven communication
- Troubleshoot and resolve complex client issues independently and with cross-functional partners
- Build and maintain a library of support templates, macros, internal knowledge base articles, and client-facing FAQs
- Identify, standardize, and help automate support processes so the team can scale without losing quality
- Use tools like Zendesk to manage tickets from intake through resolution, keeping documentation accurate and up to date
- Track and interpret support metrics (ticket volume, resolution time, CSAT, etc.) to spot trends and recommend process improvements
- Partner with Operations and Clinical teams to surface client feedback, reproduce issues, and advocate for better experiences
What You Need
- 3+ years of customer or client support experience, ideally in a high growth startup, healthcare, or technology environment
- Proficiency with Zendesk or a similar help desk platform (ticket management, macros, reporting)
- History of maintaining strong CSAT/NPS scores while handling a fast-paced queue
- Exceptional written and verbal communication skills with strong attention to detail
- Comfortable working in an environment where processes are evolving and being refined
- Ability to use data (ticket trends, response times, etc.) to drive improvements
- Independent, critical thinker who can problem solve without heavy supervision
Benefits
- Competitive salary, typically in the $70,000–$90,000 range depending on experience and location
- Choice and balance between equity and cash as part of total compensation
- Competitive healthcare benefits
- Unlimited vacation policy
- Membership in the First Round Network, including events, guides, Q&A, and mentorship opportunities
- Mission driven culture focused on improving outcomes for all mothers and babies
- Inclusive environment that values diverse backgrounds, identities, and perspectives
If you want a remote role where your support work directly impacts real families instead of just tickets and dashboards, this is one to move on quickly.
Happy Hunting,
~Two Chicks…