Support a mission that actually changes lives, not just metrics. In this fully remote Client Support Associate role, you’ll be the voice of Pomelo Care for its clients, blending empathy, problem solving, and process improvement to keep things running smoothly as the company scales.
About Pomelo Care
Pomelo Care is a virtual, technology driven care company focused on improving outcomes for pregnant people and babies. Their multi-disciplinary team of clinicians, engineers, and problem solvers uses evidence based pregnancy and newborn care to reduce preterm births, NICU admissions, c sections, and maternal mortality. By engaging patients early and coordinating personalized virtual care across pregnancy, NICU stays, and the first postpartum year, Pomelo helps improve outcomes while lowering healthcare costs.
Schedule
- Full-time, remote role based in the United States
- Standard weekday business hours, with some flexibility to support client needs and cross-functional teams
- Primarily online and phone based work using tools like Zendesk and internal platforms
- Requires a reliable internet connection and professional home workspace
What You’ll Do
- Serve as the frontline voice of Pomelo Care for clients, delivering empathetic, timely, and resolution-focused support via email, chat, and phone
- Troubleshoot complex client issues through a mix of independent investigation and cross functional collaboration, ensuring high quality, timely responses
- Own the ticket lifecycle in Zendesk (or similar platforms), from intake through resolution, including accurate logging, tagging, and reporting
- Create, refine, and maintain support templates, internal knowledge base content, and client facing FAQs to improve response time and consistency
- Identify and standardize repeatable processes, then help automate or streamline them to scale support operations as the company grows
- Use data such as ticket volume, response and resolution times, and satisfaction scores to spot trends and drive process improvements
- Partner with Operations and Clinical teams to surface client feedback, reproduce bugs, and advocate for user needs and experience
- Help maintain high CSAT/NPS and other support KPIs in a fast paced queue environment
What You Need
- 3+ years of experience in customer or client support, ideally in a high growth startup, healthcare, or technology environment
- Hands on experience with Zendesk or a similar help desk platform, including ticket management, macros, and basic reporting
- Proven record of maintaining high customer satisfaction while handling a fast paced, high volume support queue
- Exceptional written and verbal communication skills with meticulous attention to detail and tone
- Independent, critical thinker who is comfortable in environments where processes are being built, tested, and optimized in real time
- Ability to use data (ticket trends, response times, CSAT, etc.) to inform decisions and suggest improvements
- Collaborative mindset with the ability to work effectively across Operations, Clinical, and other cross functional teams
- Genuine interest in healthcare, maternal and infant outcomes, and mission driven work
Benefits
- Competitive salary, with a typical range of approximately $70,000–$90,000 per year depending on experience and location
- Generous equity compensation with some flexibility between cash and equity based on your preferences
- Competitive healthcare benefits
- Unlimited vacation policy
- Membership in the First Round Network, offering events, resources, and 1:1 mentorship opportunities
- Mission driven culture that values learning, moving fast, data driven decision making, and always putting patients first
- Inclusive environment that welcomes diverse backgrounds and perspectives
Roles at this level in fast moving startups don’t tend to linger, so if this feels close to your lane, move on it.
If you’re ready to bring your support skills, systems mindset, and empathy to a team that’s reshaping care for moms and babies, this could be your next big step.
Happy Hunting,
~Two Chicks…