Customer Support Lead at Pocket

The owner of customer support, end to end. You take the function as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours, handed over from the person who built it. Pocket is hardware and software in one product, so support spans both the device and the app. Your top priority is automation: scale support with revenue, not headcount, by pushing the AI agent to resolve more on its own. It's hands-on - you coach the team and you're in the helpdesk config and reporting yourself. Automation, first and foremost: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume. You own deflection rate and drive it up. The support stack end to end: helpdesk, integrations, routing, and reporting A distributed team of 5+ across time zones: hiring, coaching, scheduling, performance Support quality and SLAs across all support touchpoints The feedback loop: turn what support hears into fixes for product and ops Returns, warranty, and order escalations - the realities of a physical product The core numbers, e.g. deflection rate, cost per contact, first-response time, resolution time, CSAT. You've shipped