Customer Support Specialist

Pocket
San Francisco
Workplace: RemoteFull timeUSD 10,000 - 30,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Problem-solving","Writing","Time management"]

Provide frontline support for Pocket across hardware and software, troubleshooting device pairing, connectivity, battery, sync, accounts, and billing. Write and improve help center content, collaborate with product and engineering, and own tickets end-to-end in a high-volume, distributed team to maximize CSAT.

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FursaFursa
Pocket
Pocket
3 months ago

Customer Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 37 minutes agoStatus: Live

Job Summary

Provide frontline support for Pocket across hardware and software, troubleshooting device pairing, connectivity, battery, sync, accounts, and billing. Write and improve help center content, collaborate with product and engineering, and own tickets end-to-end in a high-volume, distributed team to maximize CSAT.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key 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

Pay and Benefits

Salary: USD 10,000 - 30,000 annually

Key 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
Experience:Consumer hardwareSaaSSoftware
Skills:EmpathyCommunicationProblem-solvingWritingTime management
Tech Stack:AIKnowledge baseCRMCustomer support tools

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
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