{"id":3251903,"url":"https://alion.io/job/pocket-customer-support-lead-2","title":"Customer Support Lead","company":{"id":2237730,"name":"Pocket","domain":"pocket.watch","url":"https://alion.io/company/pocket-watch","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":180000,"currency":"USD","period":"year","gross":null,"usd_annual":180000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-20T21:25:52Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-30T00:01:33Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About the role\nThe 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.\nPocket 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.\nWhat you'll own\nAutomation: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume\n\nThe support stack end to end: helpdesk, integrations, routing, and reporting\n\nA distributed team across time zones, spanning support and community: hiring, coaching, scheduling, performance\n\nSupport quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product\n\nThe feedback loop: turn what support and community hear into fixes and bets for product and ops\n\nThe core numbers: deflection rate, cost per contact, first-response and resolution time, CSAT - plus community growth and its pull-through to retention\n\nWhat we're looking for\nYou've shipped automation in support - automations, AI agents, self-serve - and can point to the numbers moving\n\nYou've run a support team (5+ people) at a consumer company, ideally one with both a hardware and a software product\n\nFluent 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\n\nTechnically literate - as comfortable configuring a helpdesk or writing a prompt as running a 1:1, and you reach for AI to amplify the team\n\nYou own your metrics and build the systems behind them, end to end, without being managed\n\nA clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint\n\nCalm under spikes: launches, shipping delays, viral moments, etc.\n\nWhat we offer\nOwn a core function\n\nDirect impact on the experience of thousands of customers\n\nA high-trust, high-responsibility environment with direct founder access\n\nCompetitive compensation\n\nAbout Pocket\nPocket 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.","description_format":"text","description_chars":2775,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-25T22:14:01Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.83,"p_room":1,"age_days":8,"expected_fill_days":27,"reasons":["conf:3","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":180000,"is_top_pay":true},"html_url":"https://alion.io/job/pocket-customer-support-lead-2","json_url":"https://alion.io/job/pocket-customer-support-lead-2.json","meta":{"generated_at":"2026-10-30T01:20:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1842,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2237730},"rest":"https://alion.io/mcp/rest/get_company?id=2237730"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpocket-customer-support-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpocket-customer-support-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpocket-customer-support-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pocket-customer-support-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpocket-customer-support-lead-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3251903}},{"tool":"search_jobs","arguments":{"company":"pocket.watch","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3251903},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}