Experience Fresher-friendly - open to freshers / early-career candidates
About the role
structured by ORIPocketTake Notes in the Real WorldCustomer Support Specialist$10K - $30K•San Francisco, CA, US / RemoteJob typeFull-timeRoleSupportExperienceAny (new grads ok)VisaUS citizenship/visa not requiredConnect directly with founders of the best YC-funded startups.Apply to role ›Gabriel DymowskiFounderGabriel…
What you will do
- Resolve support tickets across email and chat - quickly, accurately, and with empathy
- Troubleshoot both sides of the product: device issues like pairing, connectivity, and battery, and software issues like sync, transcription, accounts, and billing
- Handle returns, warranty, and order questions - the realities of a physical product
- Write and improve help center articles and the knowledgebase that powers our AI agent, so the next customer (or the agent) gets the answer instantly
- Be the voice of the customer: spot patterns, flag recurring issues, and bring them to product and engineering
What they are looking for
- Interest in customer support, ideally at a consumer hardware, app, or SaaS company
- Comfortable troubleshooting both a physical device and software - and able to explain the fix in plain language
- A clear, warm writer who gets to the point without sounding like a robot
- You reach for AI tools to work faster, and you're keen to help make the AI agent sharper
- Detail-oriented and autonomous - you own your queue without being chased
- Calm and organized under high volume
- Comfortable on a distributed team across time zones
Nice to have
- supported a hardware product before, or you're already a Pocket user
Benefits
- Real ownership of the customer experience from day one
- A direct line to product and engineering - your feedback ships
- A high-trust, fast-moving team that uses AI to do more with less
- Competitive compensation
- Room to grow as the support function scales
Full posting text
Experience: Any (new grads ok)