← All roles

Customer Support Lead

Pocket· Support
Apply on company site
Hybrid (San Francisco, CA)$100k - $180kFull-timePosted 1mo ago

About the role

Lead end-to-end customer support and build Pocket's community. Manage automation, support tooling, and a distributed team across time zones to drive advocacy and retention for Pocket’s hardware+software product.

Responsibilities

  • Automation: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume
  • The support stack end to end: helpdesk, integrations, routing, and reporting
  • A distributed team across time zones, spanning support and community: hiring, coaching, scheduling, performance
  • Support quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product
  • The feedback loop: turn what support and community hear into fixes and bets for product and ops
  • The core numbers: deflection rate, cost per contact, first-response and resolution time, CSAT - plus community growth and its pull-through to retention

Qualifications

  • You've shipped automation in support - automations, AI agents, self-serve - and can point to the numbers moving
  • You've run a support team (5+ people) at a consumer company, ideally one with both a hardware and a software product
  • Fluent across hardware and software support - you can troubleshoot a device and chase down a sync bug with equal ease, and translate cleanly between customers and engineering on both
  • Technically literate - as comfortable configuring a helpdesk or writing a prompt as running a 1:1, and you reach for AI to amplify the team
  • You own your metrics and build the systems behind them, end to end, without being managed
  • A clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint
  • Calm under spikes: launches, shipping delays, viral moments, etc.

Skills

Required:Automation in customer supportPeople leadershipHardware and software product support

Benefits

  • Own a core function
  • Direct impact on the experience of thousands of customers
  • A high-trust, high-responsibility environment with direct founder access
  • Competitive compensation
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