{"id":3873664,"url":"https://alion.io/job/pocket-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":2237730,"name":"pocket.watch","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":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":10000,"max":30000,"currency":"USD","period":"year","gross":null,"usd_annual":30000},"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":"2026-11-06T14:05:59Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T11:07:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Pocket\nAt Pocket, we’re building the future of human memory.\nSome of the most valuable information in our lives disappears when a conversation ends: an idea, a decision, a detail we wish we could remember. Pocket helps us hold onto it.\nWe’ve built an AI-powered device that captures real-world conversations and turns them into searchable transcripts, summaries and next steps. Backed by Accel and Y Combinator (W26), we’ve already sold 500,000 devices.\nOur ambition goes beyond recording. We believe the things you learn, discuss and experience can become useful context for the AI tools you already use, and for products that don’t exist yet.\nAbout the Role\nA 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.\nPocket 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.\nWhat You’ll Own\nSupport tickets across email and chat, resolved quickly, accurately and with empathy.\n\nTroubleshooting across the product: device issues such as pairing, connectivity and battery, and software issues such as sync, transcription, accounts and billing.\n\nReturns, warranty and order questions that come with a physical product.\n\nHelp center articles and the knowledge base behind our AI agent, so the next customer, or the agent, gets the answer straight away.\n\nThe voice of the customer: spotting patterns, flagging recurring issues and bringing them to product and engineering.\n\nYour response time, resolution time and CSAT targets.\n\nWhat We’re Looking For\nInterest in customer support, ideally at a consumer hardware, app or SaaS company.\n\nComfort troubleshooting both a physical device and software, and explaining the fix in plain language.\n\nClear, warm writing that gets to the point without sounding robotic.\n\nA habit of using AI tools to work faster, and interest in making our AI agent better.\n\nAttention to detail and the independence to own your queue without being chased.\n\nCalm, organized execution when ticket volume is high.\n\nComfort working on a distributed team across time zones.\n\nBonus Points\nYou have supported a hardware product before, or you’re already a Pocket user.\nWhy Join Pocket?\nYou’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.","description_format":"text","description_chars":2931,"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":[{"name":"United States","iso":"US","kind":"country"},{"name":"San Francisco","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-06T15:28:36Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":30000,"is_top_pay":false},"html_url":"https://alion.io/job/pocket-customer-support-specialist-2","json_url":"https://alion.io/job/pocket-customer-support-specialist-2.json","meta":{"generated_at":"2026-11-09T12:44:51Z","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":16140,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-specialist-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-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpocket-customer-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3873664}},{"tool":"search_jobs","arguments":{"company":"pocket.watch","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3873664},"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"}}