Customer Support Lead

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