About Pocket
At Pocket, we’re building the future of human memory.
Some of the most valuable information in our lives disappears when a conversation ends: an idea, a decision, a detail we wish we could remember. Pocket helps us hold onto it.
We’ve built an AI-powered device that captures real-world conversations and turns them into searchable transcripts, summaries and next steps. Backed by Accel and Y Combinator (W26), we’ve already sold 500,000 devices.
Our ambition goes beyond recording. We believe the things you learn, discuss and experience can become useful context for the AI tools you already use, and for products that don’t exist yet.
About the Role
A customer might need help with a delivery, a device or a recording that has not synced. Good support needs to understand all three, and make the answer feel like it comes from one company.
You’ll own Pocket’s support function: the team, systems, quality and the AI agent already handling routine requests. You’ll also develop our customer community, turning existing engagement into useful conversation, advocacy and retention. This is hands-on work. You’ll coach people, configure the helpdesk and spend time with customers yourself.
What You’ll Own
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The AI support agent, knowledge base and automation that resolve routine needs and leave people able to focus on more complex cases.
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The support stack: helpdesk, integrations, routing and reporting.
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A distributed support and community team, including hiring, coaching, schedules and performance.
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Service quality and SLAs, alongside returns, warranties, order issues and escalations.
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The customer-feedback loop into product and operations, so recurring problems lead to fixes.
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Support measures such as deflection, cost per contact, response and resolution time, and CSAT, alongside community growth and its relationship to retention.
What We’re Looking For
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Support automation you have shipped, with evidence of how the results changed.
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Experience leading a support team of at least five people at a consumer company, ideally across hardware and software.
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The ability to troubleshoot device and software issues and translate clearly between customers and engineering.
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Comfort configuring tools, working with AI and running effective one-to-ones.
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Ownership of metrics and the systems behind them, without needing constant direction.
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Clear writing, good customer judgment and calm execution through launches, delays and spikes in demand.
Why Join Pocket?
You’ll shape a core part of the customer experience, with direct access to the founders and an existing team and support system to build on. You’ll be able to connect what customers tell you to changes in the product and the way the company works.
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