Client Support Associate Jobs

Pomelo Care

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

70000.00 - 90000.00 USD / Year

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Job Description:

As a Client Support Associate, your mission is to serve as the voice of Pomelo Care for our clients, ensuring a world-class support experience while actively driving efficiencies in your role.

Job Responsibility:

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

Requirements:

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

What we offer:

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)

Additional Information:

Job Posted:
December 11, 2025

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Client Support Associate