Customer Support Lead

Open Vision Engineering Inc; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Direct founder access

High responsibility environment

Job summary

Pocket is seeking a senior leader to own customer support end-to-end and to build a thriving community around our premium hardware-plus-software product. You will drive automation, manage a distributed team, and align support with engineering to reduce routine volume and improve CSAT.

You will shape the support stack, coaching, scheduling, and performance across time zones, while turning customer feedback into product improvements and advocacy.

Qualifications

• Shipped automation in support: automations, AI agents, self-serve
• Led a support team of 5+ people at a consumer company
• Able to troubleshoot hardware and software issues and translate between customers and engineering
• Technically literate: comfortable configuring helpdesk or prompts and using AI to amplify the team
• Owns metrics and builds end-to-end systems without heavy management
• Clear writer with consistent tone for team, AI agent, and community touchpoints
• Calm under spikes during launches, delays, or viral moments

Responsibilities

• Own automation for support: AI agent, knowledgebase, and routings to minimize routine volume
• Own the full support stack: helpdesk, integrations, routing, reporting
• Lead a distributed team across time zones, spanning support and community
• Oversee support quality, SLAs, returns, warranty, and order escalations for a physical product
• Turn feedback from support and community into product/ops improvements
• Track core metrics: deflection rate, cost per contact, first response, resolution time, CSAT, and community growth

Skills

Automation in support

Team leadership (5+ people)

Hardware & software support

Technical writing

Metrics ownership

Communication with eng

Crisis management

Job description

About the role

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.

What you’ll own

• 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

What we’re looking for

• 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.

What we offer

• 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

About Pocket

Pocket is a Y Combinator W26 company building a premium hardware plus software product in the AI voice recorder space. We are obsessed with quality and speed. We are scaling very fast in the US and now European markets and building a device experience that can become the category leader.