About the role
Frontline customer support for Pocket. You're who customers reach when they need help, 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: a device that won't pair or hold charge one minute, a sync or transcription issue the next, plus the everyday account, billing, and order questions. An AI agent already handles routine volume - you take what it can't, and you make it smarter by feeding the knowledgebase it learns from.
This is a hands-on, high-volume role on a distributed team. You move fast, write clearly, and own every ticket you touch until it's genuinely resolved.
What you'll do
- Resolve support tickets across email and chat - quickly, accurately, and with empathy
- Troubleshoot both sides of the product: device issues like pairing, connectivity, and battery, and software issues like sync, transcription, accounts, and billing
- Handle returns, warranty, and order questions - the realities of a physical product
- Write and improve help center articles and the knowledgebase that powers our AI agent, so the next customer (or the agent) gets the answer instantly
- Be the voice of the customer: spot patterns, flag recurring issues, and bring them to product and engineering
- Hit your targets for response time, resolution time, and CSAT
What we're looking for
- Interest in customer support, ideally at a consumer hardware, app, or SaaS company
- Comfortable troubleshooting both a physical device and software - and able to explain the fix in plain language
- A clear, warm writer who gets to the point without sounding like a robot
- You reach for AI tools to work faster, and you're keen to help make the AI agent sharper
- Detail-oriented and autonomous - you own your queue without being chased
