Support & Implementation Specialist

Full-time | Remote | B2B SaaS | AI + Social Tech Are you a tech-savvy problem-solver with a builder's mindset? Do you thrive in fast-paced environments where no two days are the same? BrandBastion is redefining 24/7 support, and we're looking for a sharp, empathetic, and execution-focused teammate to join us in delivering the fastest, smartest, and most human support in the industry. Why this role matters We're not just answering tickets. We're building the future of support, instant, AI-powered, and truly human. You'll be the heartbeat of our support operations, sitting at the intersection of:

• Real-time chat, email, and internal team support
• Platform expertise and troubleshooting
• Client onboarding and implementation
• Product feedback and operations scaling

You'll play a critical role in turning support into a strategic growth lever, helping us move fast, scale smart, and continuously improve. What You'll Do

• Be the first line of instant help: Provide live chat, email, and Slack support with clarity, urgency, and empathy, no waiting, no forms, just real help
• Onboard and configure: Support new client implementations alongside Customer Success Managers; set up accounts, customize configurations, and ensure a smooth go-live
• Solve fast, go deep: Troubleshoot platform issues end-to-end. Use tools like Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to get answers fast
• Partner cross-functionally: Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processes
• Own the inbox, build the future: When you're not in support mode, you're building documentation, playbooks, FAQs, platform fixes, and smarter workflows.

Our North Star We aim to redefine customer support: Instant, AI-powered, and truly human when it matters most. No queues. No friction. Just real help, 24/7. We design every experience for speed, resolution, and scale, and we build with the belief that support is not a cost center, it's a conversion and loyalty engine. Requirements

• B2B SaaS experience (2-4 years minimum) in support, implementation, or technical account roles, ideally from a fast-moving startup or scale-up
• Excellent communication: Clear, proactive, and personable, you build trust through transparency, and always sign off with your name
• Tech-savvy and resourceful: You troubleshoot independently, love learning new tools, and figure things out even when there's no step-by-step guide
• Social media fluency: Bonus points if you've worked in a social or community-led platform, or just love staying ahead of social nuances and trends (this includes world events - pop culture to politics and everything in between).
• Builder's mentality: You document as you go, question the status quo, and constantly improve how things work
• Emotionally intelligent: High EQ with the ability to turn friction into connection

Benefits At BrandBastion, we help brands like Netflix, Red Bull, NARS, and Uber maximize social engagement across organic and paid, while keeping communities safe and conversations meaningful. Our platform combines AI and human expertise to deliver moderation, insights, and customer engagement at scale. We are female-founded, globally remote, and built for those who love autonomy, impact, and speed. You'll have opportunities to:

• Lead strategic initiatives that impact our AI-first approach
• Advance into senior leadership roles based on performance
• Work with global brands at the forefront of digital engagement
• Be part of a fast-growing AI-first company leading the future of brand protection and community management
• Competitive Market Rate Compensation + 4+ weeks paid time off
• Opportunities for global team meets
• Flexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global team