Customer Support Lead

Customer Support Lead

Pocket Location San Francisco

Employment Type

Full-time Location Type On-site Level Mid-Senior Level Compensation $100k-$180k

You'll be the owner of customer support end to end, and the person who builds our 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 our product and turn them into a community with a voice and a reason to stay.

Our product is hardware and software in one, 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.

• 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.
• Community and social presence, and community programs from scratch - ambassadors, power users, referrals - to explore, test, and scale.

• 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.
• Energized by community - comfortable being the face of the product, running an event, and turning a base into a movement.

• 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.

• Location:
  
  San Francisco, CA, US.
• Full-time.
• Compensation: $100,000 - $180,000 per year.
• US citizenship/visa not required.