Customer Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours 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

Website

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Pocket

1 month ago

Customer Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

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

Industry: Neobanking

Website