Customer Experience Specialist

We are looking for an experienced customer experience  specialist to join our team at Pocket. As a member of our Community team, your primary objective will be to deliver world-class support experiences to our diverse community of users on multiple channels. In addition, you will spend your time writing approachable and insightful help content, troubleshooting and communicating about technical issues, and in general, being an advocate for our users within the company.

Founded in 2007, Pocket became part of the Mozilla family of products in 2017 and operates as an independent subsidiary. Our mission is to empower people to consume stories worthy of their time and attention—whether that's through the articles we curate for readers around the globe, or the Pocket app, which lets people save content and come back to it when they’re free.

Millions of people have downloaded our app, millions more subscribe to our daily newsletter, and an even bigger audience sees the stories we curate in Firefox every day. We’re building a content platform where high-quality stories from around the web can thrive long after their original publish date. In a nutshell, we’re passionate about storytelling as a way to improve people’s lives—if this resonates with you, let’s talk!

What you’ll do

• Deliver world-class support experiences across multiple channels including email, social media, and more.
• Build, revise, and restructure support content that’s hosted in our Help Center.
• Capture, coordinate, and summarize feature requests from our passionate users.
• Investigate issues on a technical level and follow accurate reporting and escalation processes.
• Analyze and report on key metrics to help track our team’s performance goals.

What you already do

• Communicate clearly and skillfully with both in-person and remote teams.
• Have honed a writing style that is genuine, warm, empathetic, and can adapt to user-specific skill levels and needs.
• Possess a strong product sense, and understand what it means to deliver a great customer experience.
• Understand the fundamentals and strategy for troubleshooting technical issues with software products.
• Have a natural desire to gain a deep and detailed understanding of software products (i.e. you tap every button, navigate every menu, try every setting) and enjoy being a resource of knowledge for others.
• Can engage with cross-functional teams, including engineering, QA, product, marketing, and operations.

What’s the team like?

We’re a remote-friendly team headquartered in San Francisco, with more than half of our colleagues working from home, co-working spaces, or Mozilla offices. Video conferencing, Slack chats, and shared documents keep everyone in the loop and make sure no one feels isolated. We value transparency and collaboration from the CEO on down.

As a subsidiary of Mozilla, we have the nimbleness of a small team with the resources of a large company, which means each teammate has the opportunity to make a big impact. But we also keep it real: our working hours are flexible—not just because we have team members in different time zones—but because we know you have a life outside the office, and we value that. You’re human, we’re human, and everyone at Pocket is treated with utmost respect.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. We will provide reasonable accommodation to an employee or job applicant with a disability.

Group: C

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