Community & Support Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Own customer support end to end and build Pocket’s community into advocacy and retention. Lead automation initiatives using an AI support agent, knowledgebase, and workflows that reduce routine volume. Run the full support stack (helpdesk, integrations, routing, reporting), coach a distributed team, and manage SLAs, escalations, and returns. Track core support metrics and translate community feedback into product and operations improvements.

Location: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Drive automation for support, including the AI support agent, knowledgebase, and workflows that keep humans out of routine volume.
•Own the support stack end to end: helpdesk, integrations, routing, reporting.
•Coach and lead a distributed support/community team across time zones (hiring, scheduling, performance).
•Manage support quality and SLAs, including returns, warranty, and order escalations for a physical product.
•Turn support and community feedback into fixes and bets for product and ops, tracking deflection, cost per contact, first response/resolution time, CSAT, and retention.

Pay and Benefits

Salary: USD 70,000 - 100,000 annually

Key Requirements

•Have shipped automation in support using automations, AI agents, and/or self-serve, with results you can quantify.
•Have run a support team (5+ people) at a consumer company, ideally with both hardware and software.
•Be fluent across hardware and software support—able to troubleshoot devices and resolve software sync issues while partnering with engineering.
•Be technically literate and comfortable configuring a helpdesk and writing prompts/1:1s, using AI to amplify the team.
•Own support metrics and build the systems behind them end to end without being micromanaged.

Experience:3+ years

Skills:OwnershipWritingCalm under pressureTeam coaching

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

4 weeks ago

Community & Support Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Drive automation for support, including the AI support agent, knowledgebase, and workflows that keep humans out of routine volume.
•Own the support stack end to end: helpdesk, integrations, routing, reporting.
•Coach and lead a distributed support/community team across time zones (hiring, scheduling, performance).
•Manage support quality and SLAs, including returns, warranty, and order escalations for a physical product.
•Turn support and community feedback into fixes and bets for product and ops, tracking deflection, cost per contact, first response/resolution time, CSAT, and retention.

Pay and Benefits

Salary: USD 70,000 - 100,000 annually

Key Requirements

•Have shipped automation in support using automations, AI agents, and/or self-serve, with results you can quantify.
•Have run a support team (5+ people) at a consumer company, ideally with both hardware and software.
•Be fluent across hardware and software support—able to troubleshoot devices and resolve software sync issues while partnering with engineering.
•Be technically literate and comfortable configuring a helpdesk and writing prompts/1:1s, using AI to amplify the team.
•Own support metrics and build the systems behind them end to end without being micromanaged.

Experience:3+ years

Skills:OwnershipWritingCalm under pressureTeam coaching

Company Brief

Pocket

Industry: Neobanking

Website