Customer Support Specialist

About Companies Library Partners Resources Startup Jobs Log in Apply Pocket Take Notes in the Real World Customer Support Specialist $10K - $30K • San Francisco, CA, US / Remote Job type Full-time Role Support Experience Any (new grads ok) 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 Frontline customer support for Pocket. You're who customers reach when they need help, 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: a device that won't pair or hold charge one minute, a sync or transcription issue the next, plus the everyday account, billing, and order questions. An AI agent already handles routine volume - you take what it can't, and you make it smarter by feeding the knowledgebase it learns from. This is a hands-on, high-volume role on a distributed team. You move fast, write clearly, and own every ticket you touch until it's genuinely resolved. What you'll do 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 Hit your targets for response time, resolution time, and CSAT What we're looking for 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 Calm and organized under high volume Comfortable on a distributed team across time zones Bonus: you've supported a hardware product before, or you're already a Pocket user What we offer Real ownership of the customer experience from day one A direct line to product and engineering - your feedback ships A high-trust, fast-moving team that uses AI to do more with less Competitive compensation Room to grow as the support function scales 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 full-time) Solve Intelligence Customer Support Specialist Pirros Customer Success Manager - B2B SaaS Jiga Program Manager - Production Programs Draft The Record Customer Success Specialist Quindar IT Support Administrator Clinikally Training & Quality Manager - Customer support Footer Y Combinator Make something people want. Programs YC Program Startup School Work at a Startup Co-Founder Matching Resources Startup Directory Startup Librar