Intercom Expert [Customer Support]

PLEASE ONLY APPLY IF YOU HAVE EXPERIENCE USING THE INTERCOM CUSTOMER SUPPORT PLATFORM!

Hours: 12:30 PM EST – 6:00 PM EST
Days of Week: Monday – Friday
Company: PodPitch[dot]com

About Us:

At PodPitch, we're revolutionizing the podcast outreach and guest appearance process through innovative, data-driven solutions. We empower podcasters and guests to connect seamlessly, ensuring that every pitch counts. Join our dynamic team and be part of a company that's reshaping the podcasting landscape.

Basically: we are a software used by people who work in Public Relations to make their job easier with auto-pitching.

Position Overview:

We are seeking an enthusiastic and dedicated Customer Service Agent to join our team. As a Customer Service Agent, you will be the first point of contact for our users, providing exceptional support and ensuring their success with our platform. This role requires someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about helping others.

Key Responsibilities:

• Live Chat Support: Provide real-time assistance to users via our live chat platform. Answer questions, troubleshoot issues, and guide users through our platform features.
• Account Management: Help users manage their accounts, including setting up profiles, optimizing settings, and understanding analytics.
• Video Calls: Occasionally conduct video calls with customers to provide personalized support, demonstrate platform features, and assist with specific queries.
• Customer Success: Ensure customers are maximizing their use of PodPitch by offering tips, best practices, and proactive support.
• Feedback Loop: Gather user feedback and share insights with the team to help improve our platform and services.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions.

A Day in the Life:

12:30 PM EST - 1:00 PM EST: Kick-off and Prep

Start your day by logging into the customer support dashboard.
Review any updates or announcements from the team.
Check for any unresolved tickets from the previous shift and prioritize tasks.

1:00 PM EST - 3:00 PM EST: Live Chat Support

Begin assisting users through live chat, addressing their questions and concerns.
Guide new users through the onboarding process, ensuring they understand how to use the platform effectively.
Troubleshoot any technical issues users may encounter and provide quick resolutions.

3:15 PM EST - 4:45 PM EST: Account Management and Video Calls

Conduct scheduled video calls with customers to offer personalized assistance and demonstrate platform features.
Help users optimize their profiles and settings to get the most out of PodPitch.
Provide tips and best practices to improve their podcast outreach efforts.

4:45 PM EST - 5:00 PM EST: Team Collaboration

Participate in a quick team huddle to share insights and feedback from the day's interactions.
Collaborate with the product team to discuss any recurring issues and suggest improvements.

5:00 PM EST - 6:00 PM EST: Wrap-up and Documentation

Wrap up any ongoing chats and ensure all customer queries have been addressed.
Document all interactions and resolutions accurately.
Prepare a summary report of the day's activities and share it with the team.


REQUIREMENTS:

• Strong communication skills, both written and verbal.
• Experience in customer service or support roles, preferably in a SaaS environment.
• Comfortable with live chat and video call platforms.
• Ability to multitask and manage time effectively.
• Tech-savvy with the ability to quickly learn new tools and software.
• Proactive and solution-oriented mindset.
• High-speed internet connection and a quiet workspace for video calls.

Why Join PodPitch?
• 13TH MONTH PAY: Yep, you'll get this too!
• Filipino holidays off: take time with your family
• PTO + Sick Days: We care about you!
• Innovative Environment: Be part of a forward-thinking company that's transforming the podcast industry.
• Growth Opportunities: We value personal and professional growth, offering opportunities to advance within the company.
• Supportive Team: Join a team that values collaboration, creativity, and mutual support.
• Work-Life Balance: Enjoy a flexible remote work setup that fits your lifestyle.

If you're passionate about customer service and eager to make an impact in the podcasting world, we'd love to hear from you!