Pocket
Customer Support Specialist
New
10000 –30000 USD / yearUSARemotetroubleshootingemail supportchat supportknowledgebase management
Provide frontline customer support for a hardware-software product, resolving tickets and improving knowledgebase.
Responsibilities
- 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
Requirements
- 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
- Calm and organized under high volume
- Comfortable on a distributed team across time zones
- Bonus: you've supported a hardware product before, or you're already a Pocket user
Conditions
- Real ownership of the customer experience from day one
- A direct line to product and engineering - your feedback ships
- A high-trust, fast-moving team that uses AI to do more with less
- Competitive compensation
- Room to grow as the support function scales
Other
- 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.