Community & Support Lead

About Companies Library Partners Resources Startup Jobs Log in Apply Pocket Take Notes in the Real World Community & Support Lead $70K - $100K • San Francisco, CA, US / Remote Job type Full-time Role Support Experience 3+ years Visa US citizenship/visa not required Connect directly with founders of the best YC-funded startups. Apply to role › Gabriel Dymowski Founder About the role The owner of customer support end to end, and the person who builds Pocket's community from here. You take support as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours. Then you take the 100k+ owners who already love Pocket and turn them into a community with a voice and a reason to stay. Pocket is hardware and software in one product, so support spans both. On support, your priority is automation. On community, you start from exploration - there's already an engaged base across social and comments, and your job is to turn it into advocacy and retention. It's hands-on throughout: you coach the team, you're in the helpdesk config yourself, and you show up for the community. What you'll own Automation: 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 across time zones, spanning support and community: hiring, coaching, scheduling, performance Support quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product The feedback loop: turn what support and community hear into fixes and bets for product and ops The core numbers: deflection rate, cost per contact, first-response and resolution time, CSAT - plus community growth and its pull-through to retention Pocket's community and social presence, and community programs from scratch - ambassadors, power users, referrals - to explore, test, and scale What we're looking for 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 A clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint Calm under spikes: launches, shipping delays, viral moments, etc. Energized by community - comfortable being the face of the product, running an event, and turning a base into a movement What we offer Own a core function Direct impact on the experience of thousands of customers A high-trust, high-responsibility environment with direct founder access Competitive compensation About Pocket Pocket is a Y Combinator W26 company building a premium hardware plus software product in the AI voice recorder space. We are obsessed with quality and speed. We are scaling very fast in the US and now European markets and building a device experience that can become the category leader. Pocket Founded: 2024 Batch: W26 Team Size: 15 Status: Active Location: San Francisco       Founders Gabriel Dymowski   Founder Akshay Narisetti   Founder Similar Jobs Mercura (Senior) Customer Success Manager Candid Health Executive Business Partner Juicebox Customer Success Manager Axle Customer Success Engineer Nautilus Customer Support Engineer Vitalize Customer Success Manager Landeed Support Executive Emergent Community Lead Garage Customer Success Associate SureBright Customer Support Specialist Clipboard Customer Experience Specialist SalaryBox Senior Customer Support Executive Vector Head of Customer Success loopfour Finance Implementation Associate / New Grad (work anywhere ful