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About the Role
When customers need help, you’re the person they reach, and the one who makes sure they leave the conversation better off than they arrived. Pocket is hardware and software in one product, so you’ll troubleshoot across both, alongside everyday account, billing and order questions. An AI agent already handles routine requests. You’ll take what it can’t, and make it smarter by improving the knowledge base it learns from. This is a hands-on, high-volume role on a distributed team, where you own every ticket you touch until it is genuinely resolved.
Responsibilities
- Support tickets across email and chat, resolved quickly, accurately and with empathy.
- Troubleshoot device issues such as pairing, connectivity and battery.
- Troubleshoot software issues such as sync, transcription, accounts and billing.
- Handle returns, warranty and order questions.
- Create and maintain help center articles and the knowledge base for the AI agent.
- Identify and report customer issues and patterns to product and engineering teams.
- Meet response time, resolution time and CSAT targets.
Requirements
- Interest in customer support, ideally at a consumer hardware, app or SaaS company.
- Comfort troubleshooting both a physical device and software.
- Ability to explain technical fixes in plain language.
- Clear, warm writing style.
- Experience using AI tools to improve efficiency.
- Interest in improving AI agent performance.
- Attention to detail and ability to work independently.
- Ability to remain calm and organized during high ticket volume.
- Comfort working on a distributed team across time zones.
- Previous experience supporting a hardware product is a plus.
- Being a current Pocket user is a plus.
Skills
- Customer Support
- Troubleshooting
- Technical Writing
- AI Tools
- Communication
Location
- Distributed
Work Type
- Full-time
Experience Level
- Mid-level
Benefits
- Competitive compensation
- Room to grow as the support function scales
About the Company
- Pocket is building the future of human memory with an AI-powered device that captures real-world conversations and turns them into searchable transcripts, summaries and next steps.
- Backed by Accel and Y Combinator (W26), with 500,000 devices sold.
- The company's ambition extends to using learned information as context for current and future AI tools.
- Offers real ownership of the customer experience and a direct line to product and engineering.
- Operates as a high-trust, fast-moving team that leverages AI for efficiency.