Open Vision Engineering
Customer Support Lead
$100K–$180K
San Francisco · On-site · Full-time · Posted Oct 20, 2026
- Experience
- Not stated; requires experience running a support team of 5+ people.
About the job
Own end-to-end customer support and develop Pocket’s customer community, with a focus on support automation, team leadership, and customer feedback that informs product and operations.
What you'll do
- Own the AI support agent, knowledge base, helpdesk stack, workflows, reporting, and support quality.
- Hire, coach, schedule, and manage a distributed support and community team; handle escalations involving orders, returns, and warranties.
- Grow the customer community and track support and community metrics, using feedback to inform product and operations.
What they ask for
- Demonstrated experience shipping support automation, such as automations, AI agents, or self-service, with measurable results.
- Experience running a support team of 5+ people at a consumer company.
- Ability to troubleshoot hardware and software issues and communicate between customers and engineering.
- Technical fluency with helpdesk configuration and prompts, plus ownership of support metrics and systems.
Nice to have
- Experience at a company with both hardware and software products.
Pay
$100K – $180K (base salary or total pay not specified)
AI focus
Own and improve the AI support agent, its knowledge base, and automation workflows; use AI to amplify the team.
Model-written summary · the original posting is authoritative