Live Chat Customer Support - Intercom

???? 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 ----------



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,
• High ownership role. Your fingerprints will be on the future of the company.


???? Apply at ----------