BrandBastion is looking for a Support & Implementation Specialist to be the heartbeat of our support operations. This role is about delivering instant, AI-powered, and truly human support while turning every interaction into an opportunity for growth. You will provide real-time customer support, manage client onboarding, troubleshoot platform issues, and collaborate cross-functionally to transform support from a cost center into a strategic lever for conversion and loyalty.
What You'll Do
- Provide live chat, email, and Slack support with clarity, urgency, and empathy.
- Support new client implementations with Customer Success Managers by setting up accounts, customizing configurations, and ensuring smooth go-live.
- Troubleshoot platform issues end-to-end using tools like Intercom, Knowledge Base, ChatGPT, and Loom.
- Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processes.
- Build documentation, playbooks, FAQs, platform fixes, and smarter workflows when not in active support mode.
What We're Looking For
- 2–4 years minimum of B2B SaaS experience in support, implementation, or technical account roles, ideally from a fast-moving startup or scale-up.
- Excellent communication: clear, proactive, and personable, with the ability to build trust through transparency.
- Tech-savvy and resourceful, able to troubleshoot independently and learn new tools without step-by-step guides.
- Builder’s mentality: documents as you go, questions the status quo, and constantly improves how things work.
- High emotional intelligence with the ability to turn friction into connection.
Nice to Have
- Social media fluency, with experience on a social or community-led platform or a passion for staying ahead of social nuances and trends.
Technical Stack
- Intercom
- Knowledge Base
- ChatGPT
- Loom
Team & Environment
You will collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and improve processes.
Benefits & Compensation
- Competitive market rate compensation.
- 4+ weeks of paid time off.
- Opportunities for global team meets.
- Fully remote role with flexible hours.
- Opportunities to lead strategic initiatives impacting our AI-first approach.
- Advancement into senior leadership roles based on performance.
- Work with global brands at the forefront of digital engagement.
Work Mode
This is a fully remote, global role built for those who love autonomy, impact, and speed.
BrandBastion is an equal opportunity employer.
