Assistant Manager Customer Support

About the Role

If creating great customer experiences matters to you, this role could be a great fit.

At Pocket FM, millions of listeners binge stories every day. But great content is only part of the journey. When listeners run into issues subscriptions, payments, or app-related concerns the support experience plays a key role in how they remember the platform.

We're looking for someone who enjoys leading support operations, improving processes, and building strong teams that keep the listener experience smooth and reliable.

Your day at Pocket FM

• Run the support command center across chat, email, social media, and app reviews.
• Track CSAT, SLA, TAT, backlog and make sure the numbers stay healthy.
• Lead and guide Team Leads and support agents to deliver consistent service.
• Step in for critical escalations and ensure they're resolved smoothly.
• Work with Product, Tech, Payments, and Content teams to fix recurring issues.
• Improve workflows, SOPs, dashboards, and processes that keep support scalable.

You'll love this role if you

• Enjoy building and managing high-performing support teams.
• Think in metrics, dashboards, and operational improvements.
• Stay calm and solution-focused during escalations.
• Have experience with support platforms like Freshdesk, Zendesk, or similar tools.
• Are comfortable working with data, reports, and Google Sheets.

Why choose Pocket FM

Because here, support isn't just about replying to tickets.

• It's about protecting the listener experience for millions of people around the world.

Join us and help shape the experience behind stories that millions of listeners binge every day.