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
- Pocket's community and social presence, and community programs from scratch - ambassadors, power users, referrals - to explore, test, and scale
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
