Role

You’ll be the first line of human contact between Pocket and its users, the person who turns confusion into clarity and frustration into delight.

Every message you write represents the product. You’ll help users set up their Pocket, debug issues, and understand how to get the most out of it: calmly, clearly, and with empathy.

This isn’t a call-center role. You’ll work directly with the founding team, shape how we talk to users, and help build the systems that make support scale beautifully.

Location: Remote (U.S. preferred)

Responsibilities

Support & Troubleshooting

• Respond to user questions via email, chat, and community posts with clarity and care.
• Diagnose hardware and app issues; identify recurring patterns and edge cases worth escalating.
• Write concise, human replies, every message should feel like it came from someone who loves the product.
• Triage bugs, create GitHub or Notion tickets, and follow up when fixes ship.
• Update guides and FAQs as new issues arise or behavior changes.
• Escalate technical issues to engineering with clear reproduction steps and logs.

Product & Process

• Maintain visibility into top support drivers (shipping, setup, Bluetooth, Wi-Fi, etc.).
• Collaborate with engineering and ops to prevent issues before they reach users.
• Contribute to help.heypocket.com and automate repetitive workflows.
• Tag and classify tickets to surface insights that guide product improvements.
• Participate in weekly product syncs and represent the user’s voice internally.