FreeHire

Pocket

Customer Support Lead

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The owner of customer support, end to end. You take the function as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours, handed over from the person who built it.

Pocket is hardware and software in one product, so support spans both the device and the app. Your top priority is automation: scale support with revenue, not headcount, by pushing the AI agent to resolve more on its own. It's hands-on - you coach the team and you're in the helpdesk config and reporting yourself.

What you'll own

  • Automation, first and foremost: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume. You own deflection rate and drive it up.
  • The support stack end to end: helpdesk, integrations, routing, and reporting
  • A distributed team of 5+ across time zones: hiring, coaching, scheduling, performance
  • Support quality and SLAs across all support touchpoints
  • The feedback loop: turn what support hears into fixes for product and ops
  • Returns, warranty, and order escalations - the realities of a physical product
  • The core numbers, e.g. deflection rate, cost per contact, first-response time, resolution time, CSAT.

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 both the team and the AI agent
  • Calm under spikes: launches, shipping delays, viral moments, etc.
  • High ownership and a bias to action. When something breaks for a customer, you close the loop

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 salary and meaningful equity