Client Support Associate, Pomelo Care

New Ventures

$70-90k

Offers equity. We allow some choice between equity and cash. Salary is applicable to CA, CO & NYC rates only and may vary on further locations

Zendesk

Mid and Senior level

Remote from US

National leader in evidence-based healthcare for women and children

Open for applications

National leader in evidence-based healthcare for women and children

101-200 employees

HealthcareB2CB2BChildcareMobile

Open for applications

$70-90k

Offers equity. We allow some choice between equity and cash. Salary is applicable to CA, CO & NYC rates only and may vary on further locations

Zendesk

Mid and Senior level

Remote from US

101-200 employees

HealthcareB2CB2BChildcareMobile

Company mission

To advance research and technology to break barriers and improve outcomes.

Job

Company

Role

Who you are

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 the job involves

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
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

Our take

Pomelo Care, a New York-based virtual maternity care platform, is dedicated to enhancing maternal and newborn health outcomes by providing accessible and personalized care. By merging evidence-based practices with innovative technology, the company strives to transform the landscape of family care.

The platform's model provides continuous, proactive 24/7 care through a dedicated multidisciplinary team. This team utilizes data-driven insights to predict and identify potential risks early, offering personalized and evidence-based care protocols. With convenient access through a mobile app, Pomelo Care provides individuals with the support they need, while simultaneously reducing the strain on emergency resources and lowering the risk of complications during pregnancy, postpartum, and infancy.

The company is poised to see further platform adoption, with 2024 funding enabling it to strengthen its existing partnerships with Medicaid Managed Care organizations, employers, and academic medical centres. As Pomelo Care continues to extend its reach and impact, its commitment to accessible and personalized virtual care is well set to make a substantial contribution to addressing the national maternal health crisis.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

124% employee growth in 12 months

Glassdoor (4)

Company

Funding (last 2 of 3 rounds)

Jun 2024

$46m

SERIES B

Jun 2023

$33m

SERIES A

Total funding: $87m

Company 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)

Company HQ

Civic Center, New York, NY

Leadership

Marta Bralic Kerns

(CEO)

Graduated from Harvard University with a Bachelor's Degree in Computer Science. Previously worked as a Software Engineer/Product Manager at Microsoft and as a Business Analyst at McKinsey & Company. Also worked at Flatiron Health in multiple roles, including Senior Vice President of Business Development.

Share this job

View 28 more jobs at Pomelo Care