Customer Support Lead

📋 Description

• Own customer support end to end, including team, tooling, metrics, and AI agent handling routine
• Build Pocket's community and turn engaged users into advocacy and retention
• Drive automation: AI support agent, knowledgebase, and workflows to keep humans out of routine
• Manage the support stack end to end: helpdesk, integrations, routing, and reporting
• Lead a distributed team across time zones spanning support and community: hiring, coaching
• Ensure support quality and SLAs, plus returns, warranty, and order escalations for physical product

🎯 Requirements

• Experience shipping automation in support - automations, AI agents, self-serve - with measurable
• Ran a support team of 5+ people at a consumer company, ideally with hardware and software products
• Fluent across hardware and software support - troubleshoot devices and chase down sync bugs
• Technically literate - comfortable configuring helpdesk or writing a prompt, and uses AI to amplify
• Owns metrics and builds systems behind them end to end without being managed
• Clear writer who sets the bar for tone for team, AI agent, and community touchpoints

🎁 Benefits

• Own a core function
• Direct impact on the experience of thousands of customers
• High-trust, high-responsibility environment with direct founder access
• Competitive compensation