Be the calm in the chaos for clients who need answers, clarity, and care, not canned replies. If you’re built for fast queues, real problem-solving, and improving systems while you support people, this role is calling your name.
About Pomelo Care
Pomelo Care delivers evidence-based virtual healthcare for women and children across pregnancy and postpartum, infant care and pediatrics, and perimenopause and menopause. Their 24/7 multispecialty model combines clinical expertise with technology to improve outcomes and expand access through payer, employer, and provider partnerships.
Schedule
Remote (United States)
Multi-channel support: email, chat, and phone
Fast-paced environment focused on quality, speed, and continuous improvement
What You’ll Do
- Provide empathetic, timely, resolution-focused client support across email, chat, and phone
- Troubleshoot complex issues independently and with cross-functional partners to resolve cases quickly and accurately
- Build and maintain support templates, internal knowledge base articles, and client-facing FAQs to streamline responses
- Identify, standardize, and automate support processes to improve efficiency and outcomes at scale
- Manage the full ticket lifecycle in Zendesk (or similar), ensuring accurate documentation and reporting
- Partner with Operations and Clinical teams to communicate feedback, reproduce bugs, and advocate for user needs
What You Need
- 3+ years of customer/client support experience (startup, healthcare, or tech preferred)
- Zendesk (or similar) proficiency: ticket management, macros, and reporting
- Proven ability to maintain strong CSAT/NPS and manage a high-volume queue
- Excellent written and verbal communication with strong attention to detail
- Independent, critical thinking in environments where processes evolve often
- Comfort using data (ticket volume, resolution time, etc.) to drive process improvements
Benefits
- Competitive healthcare benefits
- Generous equity compensation
- Unlimited vacation
- Membership in the First Round Network (mentorship, events, resources)
If you’re the type who fixes the issue, improves the process, and leaves the place better than you found it, this is your lane. Don’t overthink it.
Happy Hunting,
~Two Chicks…