Client Support Associate, New Ventures

Client Support Associate, New Ventures

Pomelo Care is a multi-disciplinary team of clinicians, engineers, and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections, and maternal mortality; we improve outcomes and reduce healthcare spend.

Role Description

Your North Star

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.

What You'll Do

• 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.

Who You Are

Why You Should Join Our Team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer :

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company's size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $70,000-$90,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

Potential Fraud Warning

Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information.

Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com. If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.