Live Chat Intercom Lead (Customer Support)

🎯 Job Title: Customer Support Lead (Live Chat & Intercom)

📍 Location: Remote (Full-Time, 10am–6pm EST, Monday through Friday)

🏢 Company: PodPitch – AI-Powered Podcast PR SaaS

👋 Apply at https://PodPitch.com/CS

TL;DR

We’re hiring a Customer Support Lead who thrives in live chat, knows Intercom inside and out, and can build a customer success machine while actively supporting customers day-to-day. If you’re proactive, resourceful, and have experience scaling CS at a fast-moving B2B SaaS startup, this is for you.

🚀 Who We Are

PodPitch helps PR teams, agencies, founders, and marketers book podcast appearances at scale using AI. We’re backed by a live database of 3.8M+ shows, advanced personalization tools, and full CRM-style management. We’re growing fast, and CS is at the heart of that growth.

🧠 What You’ll Do

1. Live Chat Support (Primary Responsibility)

• Be the first line of support on Intercom—responding to chat, email, and ticket inquiries in real time.
• Solve problems across AI pitch generation, CRM flows, podcast targeting, and outreach deliverability.
• Triage bugs to engineering and follow through until the customer is 100% unblocked.

2. Customer Enablement & Retention

• Offer instant access to 1:1 video calls for any stuck or confused customer—no red tape.
• Proactively reach out to trial users or new clients to shorten time to first win.
• Create help content—Loom videos, Notion docs, email flows—before customers need it.

3. Build & Lead the CS Function

• Document processes, create internal playbooks, and set standards for future hires.
• Own and improve onboarding, activation, and expansion workflows.
• Advocate for customer needs with product, engineering, and founders.

✅ Must-Have Experience

• 2+ years using Intercom for a B2B SaaS company, including setting up workflows, macros, reporting, and help centers.
• Proven record of operating in a high-volume live chat environment while maintaining speed and quality.
• Experience building CS processes from scratch or scaling a small CS org.
• You’re fast, clear, and confident in both written and spoken communication.
• Experience working with AI tools or products (OpenAI, GPT-based apps, etc.)

✨ Nice-to-Haves

• Familiarity with CRM tools like HubSpot, Clay, or Smartlead.
• A background in PR, communications, podcasting, or outbound sales.
• Comfortable running customer interviews or feeding feedback into product.

🧬 The Vibe

You’re someone who:

• Moves without waiting for permission
• Loves being in the weeds with customers and zooming out to optimize
• Believes CS isn’t reactive — it’s revenue-critical

💸 Compensation & Perks

• Competitive salary
• Fully remote, flexible within 10am–6pm EST
• High ownership role. Your fingerprints will be on the future of the company.

👋 Apply at https://PodPitch.com/CS