Pocket Customer Support Lead at Pocket owns end-to-end customer support and community building for a hardware plus software product. This role focuses on automation, team management, support quality, and turning customers into an engaged community.
Responsibilities
The owner of customer support end to end, and the person who builds Pocket's community from here. You take support as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours. Then you take the 100k+ owners who already love Pocket and turn them into a community with a voice and a reason to stay.
Pocket is hardware and software in one product, so support spans both. On support, your priority is automation. On community, you start from exploration - there's already an engaged base across social and comments, and your job is to turn it into advocacy and retention. It's hands-on throughout: you coach the team, you're in the helpdesk config yourself, and you show up for the community.
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
Qualification
Calm under spikes
Required
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.
