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Remote Customer Support Lead Job Vacancy in South Africa at Podpitch – US Hours

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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. If you read this carefully, answer “not really” for the first question.

🚀 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 wins
  • 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.

✨ Nice-to-Haves

  • Experience working with AI tools or products (OpenAI, GPT-based apps, etc.)
  • 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
use this button to send your profile for the remote customer support team lead role

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