Customer Support Lead

Pocket
San Francisco
Workplace: RemoteFull timeUSD 40,000 - 80,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Automation","Ai","Helpdesk","Reporting","Customer support","Csat","Deflection rate","Ops feedback","Hardware","Software"]

Owns Pocket's customer support function end-to-end, combining hardware and software support. Leads automation initiatives with an AI agent, manages a distributed team across time zones, and drives metrics like deflection rate, CSAT, and cost per contact. Owns helpdesk tooling, integrations, routing, and reporting, while turning frontline feedback into product and ops improvements. Balances high-quality support with scalable automation.

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FursaFursa
Pocket
Pocket
3 months ago

Customer Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Owns Pocket's customer support function end-to-end, combining hardware and software support. Leads automation initiatives with an AI agent, manages a distributed team across time zones, and drives metrics like deflection rate, CSAT, and cost per contact. Owns helpdesk tooling, integrations, routing, and reporting, while turning frontline feedback into product and ops improvements. Balances high-quality support with scalable automation.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Automation, first and foremost: 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 of 5+ across time zones: hiring, coaching, scheduling, performance
  • •Support quality and SLAs across all support touchpoints
  • •Returns, warranty, and order escalations - the realities of a physical product

Pay and Benefits

Salary: USD 40,000 - 80,000 annually

Key Requirements

  • •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
Experience:3+ years
Skills:AutomationAiHelpdeskReportingCustomer supportCsatDeflection rateOps feedbackHardwareSoftware
Languages:English
Tech Stack:AIHelpdeskKnowledgebaseIntegrationsReportingAutomation

Company Brief

Pocket
Offers a consumer-facing mobile service called Pocket aimed at helping users manage money and digital wallets through a simple app and card, focusing on everyday spending and personal finance convenience.
Industry: Neobanking
Website