Deliver world-class support for a mission improving outcomes for moms and babies.
About Pomelo Care
Pomelo Care is a technology-driven maternal and newborn health company focused on reducing preterm births, NICU admissions, c-sections, and maternal mortality. We deliver evidence-based virtual care throughout pregnancy, postpartum, and the newborn period by engaging patients early, assessing risk, and coordinating continuous, personalized support. Our multi-disciplinary team blends clinical expertise with engineering and operations to transform outcomes at scale.
Schedule
- Full-time
- Fully remote (U.S. only)
- Fast-paced, collaborative startup environment
Responsibilities
- Provide empathetic, timely support across email, chat, and phone
- Troubleshoot complex client issues using independent problem-solving and cross-functional collaboration
- Build and maintain a library of templates, internal documentation, and client FAQs
- Standardize and automate support processes to improve efficiency and scale operations
- Use Zendesk (or similar) to manage tickets from intake through resolution
- Log all client interactions accurately and generate reporting as needed
- Partner with Operations and Clinical teams to relay client feedback, reproduce bugs, and advocate for user needs
Requirements
- 3+ years of customer/client support experience (healthcare or high-growth startup ideal)
- Proficiency with Zendesk or equivalent ticketing platform
- Strong communication skills with meticulous attention to detail
- Proven track record managing high-volume queues and maintaining strong CSAT/NPS
- Ability to work independently in an evolving environment with processes that are growing and shifting
- Comfort using data to identify gaps and improve workflows
Benefits
- Competitive salary: $70,000–$90,000
- Generous equity package options
- Unlimited vacation
- Competitive medical benefits
- Membership in the First Round Network
- Mission-driven work impacting maternal and newborn outcomes
- Inclusive, supportive, fast-moving team culture
Happy Hunting,
~Two Chicks…