# Customer Support Lead at Pocket

- Company: Pocket (YC W26)
- What the company does: Take Notes in the Real World. Backed by Accel and Y Combinator.
- Company website: https://heypocket.com/
- Type: Startups (AI role)
- Level: Senior
- Location: San Francisco, CA, US
- Work setup: On-site
- Pay: $100K to $180K base salary per year (USD)
- Posted: 2026-06-21
- Apply by: 2026-10-08
- Apply: https://www.ycombinator.com/companies/pocket/jobs/KM5BM0s-customer-support-lead
- Page: https://www.1752.vc/careers/jobs/pocket-customer-support-lead/

## 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.

## What they'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

Tags: Support