Customer Support Specialist

Pocket (YC W26); San Francisco (CA); Remote; USD 70,000 - 100,000; Full time

Job summary

Pocket is looking for a hands-on customer support specialist to help customers of a hardware/software product. You’ll own tickets from start to finish, troubleshooting device and software issues, and documenting solutions to empower our AI agent and knowledge base.

You’ll work in a distributed team across time zones, handling high-volume inquiries with empathy and clear communication to improve the customer experience and ensure timely resolutions.

Qualifications

• Experience supporting consumer hardware, app, or SaaS products.
• Ability to troubleshoot both hardware and software and explain fixes clearly.
• Strong written communication, empathetic tone, and concise results.
• Self-starter who can own a queue in a distributed, high-volume environment.
• Familiarity with AI tools to improve efficiency.

Responsibilities

• Handle support tickets via email and chat with fast, accurate, empathetic responses.
• Troubleshoot device pairing, connectivity, battery, sync, transcription, accounts, and billing.
• Address returns, warranty, and order questions.
• Improve AI agent knowledge base to speed future resolutions.
• Act as the voice of the customer, flag patterns for product/engineering.
• Maintain target response and resolution times and CSAT.

Skills

Customer support

Troubleshooting

Technical explanation

Clear writing

Attention to detail

Time management

Remote collaboration

Tools

AI tools usage

Knowledge base editing

Job description

About Pocket

At Pocket, we’re building the future of human memory.

Some of the most valuable information in our lives disappears when a conversation ends: an idea, a decision, a detail we wish we could remember. Pocket helps us hold onto it.

We’ve built an AI-powered device that captures real-world conversations and turns them into searchable transcripts, summaries and next steps. Backed by Accel and Y Combinator (W26), we’ve already sold 500,000 devices.

Our ambition goes beyond recording. We believe the things you learn, discuss and experience can become useful context for the AI tools you already use, and for products that don’t exist yet.

About the Role

A device that won’t pair, a recording that hasn’t synced, an order that hasn’t arrived. When customers need help, you’re the person they reach, and the one who makes sure they leave the conversation better off than they arrived.

Pocket is hardware and software in one product, so you’ll troubleshoot across both, alongside everyday account, billing and order questions. An AI agent already handles routine requests. You’ll take what it can’t, and make it smarter by improving the knowledge base it learns from. This is a hands‑on, high‑volume role on a distributed team, where you own every ticket you touch until it is genuinely resolved.

What You’ll Own

• Support tickets across email and chat, resolved quickly, accurately and with empathy.
• Troubleshooting across the product: device issues such as pairing, connectivity and battery, and software issues such as sync, transcription, accounts and billing.
• Returns, warranty and order questions that come with a physical product.
• Help center articles and the knowledge base behind our AI agent, so the next customer, or the agent, gets the answer straight away.
• The voice of the customer: spotting patterns, flagging recurring issues and bringing them to product and engineering.
• Your response time, resolution time and CSAT targets.

What We’re Looking For

• Interest in customer support, ideally at a consumer hardware, app or SaaS company.
• Comfort troubleshooting both a physical device and software, and explaining the fix in plain language.
• Clear, warm writing that gets to the point without sounding robotic.
• A habit of using AI tools to work faster, and interest in making our AI agent better.
• Attention to detail and the independence to own your queue without being chased.
• Calm, organized execution when ticket volume is high.
• Comfort working on a distributed team across time zones.

Bonus Points

You have supported a hardware product before, or you’re already a Pocket user.

Why Join Pocket?

You’ll have real ownership of the customer experience from day one and a direct line to product and engineering, so your feedback turns into fixes. You’ll join a high-trust, fast-moving team that uses AI to do more with less, with competitive compensation and room to grow as the support function scales.