Customer Support Lead: Automation & Community

Pocket Worlds; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Own a core function

Direct impact on customer experience

High-trust, high-responsibility with直接

Competitive compensation

Job summary

Pocket is building a premium hardware plus software product. We’re seeking a leader to own customer support end to end and to grow Pocket's community from the ground up.

You’ll shape automation, tooling, and the AI agent that handles routine volume while turning 100k+ fans into a loyal, vocal community. This role spans support and community, requires hands-on leadership, metrics-driven decision making, and clear communication with engineers and founders.

Qualifications

• Shipped automation in support: automations, AI agents, self-serve.
• Have run a support team (5+ people) at a consumer company, ideally with hardware + software products.
• Fluent across hardware and software support; troubleshoot devices and sync bugs with engineering.
• Technically literate: configure a helpdesk, write prompts, and use AI to amplify the team.
• Own your metrics and build the systems behind them end-to-end, without micromanagement.
• Clear, strong writing that sets the right tone for the team, AI agent, and community touchpoints.
• Calm under spikes: launches, delays, viral moments, etc.

Responsibilities

• Automation ownership: the AI support agent, knowledgebase, and workflows to reduce routine volume.
• Manage the end-to-end support stack: helpdesk, integrations, routing, reporting.
• Lead a distributed team across time zones spanning support and community: hiring, coaching, scheduling, performance.
• Oversee support quality, SLAs, returns, warranty, and order escalations for a physical product.
• Build the feedback loop: translate support and community insights into fixes and product bets.
• Track core metrics: deflection rate, cost per contact, first response time, resolution, CSAT, and community growth.

Job description

Pocket is building a premium hardware plus software product. We’re seeking a leader to own customer support end to end and to grow Pocket's community from the ground up.

You’ll shape automation, tooling, and the AI agent that handles routine volume while turning 100k+ fans into a loyal, vocal community. This role spans support and community, requires hands-on leadership, metrics-driven decision making, and clear communication with engineers and founders.