← All roles

Customer Support Specialist

Pocket
Apply on company site
Hybrid (San Francisco, CA)$0Full-timePosted 3mo ago

About the role

Frontline customer support for Pocket, handling device and software issues, returns, billing, and knowledgebase improvements on a high-volume, distributed team.

Responsibilities

  • Resolve support tickets across email and chat - quickly, accurately, and with empathy
  • Troubleshoot both sides of the product: device issues like pairing, connectivity, and battery, and software issues like sync, transcription, accounts, and billing
  • Handle returns, warranty, and order questions - the realities of a physical product
  • Write and improve help center articles and the knowledgebase that powers our AI agent, so the next customer (or the agent) gets the answer instantly
  • Be the voice of the customer: spot patterns, flag recurring issues, and bring them to product and engineering
  • Hit your targets for response time, resolution time, and CSAT

Qualifications

  • Interest in customer support, ideally at a consumer hardware, app, or SaaS company
  • Comfortable troubleshooting both a physical device and software - and able to explain the fix in plain language
  • A clear, warm writer who gets to the point without sounding like a robot
  • You reach for AI tools to work faster, and you're keen to help make the AI agent sharper
  • Detail-oriented and autonomous - you own your queue without being chased
  • Calm and organized under high volume
  • Comfortable on a distributed team across time zones
  • Bonus: you've supported a hardware product before, or you're already a Pocket user

Skills

Required:Customer supportTechnical troubleshooting (hardware)Technical troubleshooting (software)Communication
Nice to have:Knowledge base / AI agent contribution

Benefits

  • Real ownership of the customer experience from day one
  • A direct line to product and engineering - your feedback ships
  • A high-trust, fast-moving team that uses AI to do more with less
  • Competitive compensation
  • Room to grow as the support function scales
Last updated Oct 25, 2026. Interested? Apply on the company site.
Pocket logo

About Pocket

Take Notes in the Real World

Pocket is a small AI device that turns everything you say and hear into clear notes, action items, and search. We combine custom hardware, AI, and software to build the best note-taking experience for people who talk and move fast

Company profileWebsite

More open roles at Pocket