[Hiring] Customer Support Specialist @Pocket (YC W26)

Role Description

A device that won’t pair, a recording that hasn’t synced, an order that hasn’t arrived. When customers need help, you’re the person they reach, and the one who makes sure they leave the conversation better off than they arrived.

Pocket is hardware and software in one product, so you’ll troubleshoot across both, alongside everyday account, billing and order questions. An AI agent already handles routine requests. You’ll take what it can’t, and make it smarter by improving the knowledge base it learns from. This is a hands-on, high-volume role on a distributed team, where you own every ticket you touch until it is genuinely resolved.

What You’ll Own

• Support tickets across email and chat, resolved quickly, accurately and with empathy.
• Troubleshooting across the product: device issues such as pairing, connectivity and battery, and software issues such as sync, transcription, accounts and billing.
• Returns, warranty and order questions that come with a physical product.
• Help center articles and the knowledge base behind our AI agent, so the next customer, or the agent, gets the answer straight away.
• The voice of the customer: spotting patterns, flagging recurring issues and bringing them to product and engineering.
• Your response time, resolution time and CSAT targets.

Qualifications

• Interest in customer support, ideally at a consumer hardware, app or SaaS company.
• Comfort troubleshooting both a physical device and software, and explaining the fix in plain language.
• Clear, warm writing that gets to the point without sounding robotic.
• A habit of using AI tools to work faster, and interest in making our AI agent better.
• Attention to detail and the independence to own your queue without being chased.
• Calm, organized execution when ticket volume is high.
• Comfort working on a distributed team across time zones.

Bonus Points

• You have supported a hardware product before, or you’re already a Pocket user.

Benefits

• You’ll have real ownership of the customer experience from day one and a direct line to product and engineering, so your feedback turns into fixes.
• You’ll join a high-trust, fast-moving team that uses AI to do more with less, with competitive compensation and room to grow as the support function scales.