Head of Support & Community Automation

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

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.