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About the Role
Own customer support end-to-end and build Pocket's community. You will manage the existing support infrastructure (team, tooling, metrics, AI agent) and transform over 100,000 owners into an engaged community. Support responsibilities cover both hardware and software, with a focus on automation. Community building involves leveraging existing engagement to foster advocacy and retention. This is a hands-on role requiring team coaching, helpdesk configuration, and direct community interaction.
Responsibilities
- Automate the AI support agent, its knowledge base, and workflows to reduce routine volume.
- Manage the end-to-end support stack, including helpdesk, integrations, routing, and reporting.
- Lead a distributed team across time zones, covering hiring, coaching, scheduling, and performance for both support and community functions.
- Oversee support quality, SLAs, and escalations related to returns, warranty, and order issues for a physical product.
- Establish a feedback loop to translate insights from support and community into product and operational improvements.
- Track core metrics such as deflection rate, cost per contact, first-response and resolution time, CSAT, community growth, and retention impact.
Requirements
- Proven experience shipping support automation (automations, AI agents, self-serve) with measurable results.
- Experience managing a support team (5+ people) at a consumer company, preferably with both hardware and software products.
- Proficiency in both hardware and software support, including troubleshooting devices, resolving sync bugs, and communicating effectively with engineering.
- Technical literacy, comfortable configuring helpdesks, writing prompts, conducting 1:1s, and leveraging AI to enhance team performance.
- Ability to own metrics and build underlying systems independently.
- Strong writing skills to set the tone for the team, AI agent, and community interactions.
- Ability to remain calm and effective during high-pressure situations like product launches, shipping delays, or viral events.
Skills
- Customer Support Automation
- Community Building
- AI Agent Management
- Helpdesk Configuration
- Team Leadership
- Hardware Support
- Software Support
- Metrics Tracking
- Technical Literacy
- Prompt Engineering
- Customer Relationship Management
- Product Feedback Integration
Location
- Remote
Work Type
- Full-time
Experience Level
- Management Experience
- Consumer Product Experience
- Hardware/Software Support Experience
Benefits
- Own a core function
- Direct impact on customer experience
- High-trust, high-responsibility environment
- Direct founder access
- Competitive compensation
About the Company
- Pocket is a Y Combinator W26 company.
- Pocket develops a premium hardware and software product in the AI voice recorder space.
- The company is focused on quality and speed.
- Pocket is rapidly scaling in the US and European markets.
- The goal is to build a category-leading device experience.