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Client Support Associate

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Pomelo Care

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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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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