Support & Implementation Specialist

OverviewFull-time | Remote | B2B SaaS | AI + Social TechAre 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 mattersWe'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 supportPlatform expertise and troubleshootingClient onboarding and implementationProduct feedback and operations scalingYou'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 DoBe the first line of instant help: Provide live chat, email, and Slack support with clarity, urgency, and empathy, no waiting, no forms, just real helpOnboard and configure: Support new client implementations alongside Customer Success Managers; set up accounts, customize configurations, and ensure a smooth go-liveSolve fast, go deep: Troubleshoot platform issues end-to-end.Use tools like Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to get answers fastPartner cross-functionally: Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processesOwn the inbox, build the future: When you're not in support mode, you're building documentation, playbooks, FAQs, platform fixes, and smarter workflowsOur North StarWe 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.RequirementsB2B SaaS experience (2-4 years minimum) in support, implementation, or technical account roles, ideally from a fast-moving startup or scale-upExcellent communication: Clear, proactive, and personable, you build trust through transparency, and always sign off with your nameTech-savvy and resourceful: You troubleshoot independently, love learning new tools, and figure things out even when there's no step-by-step guideSocial media fluency: Bonus points if you've worked in a social or community-led platform, or just love staying ahead of social nuances and trendsBuilder's mentality: You document as you go, question the status quo, and constantly improve how things workEmotionally intelligent: High EQ with the ability to turn friction into connectionBenefitsAt 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 approachAdvance into senior leadership roles based on performanceWork with global brands at the forefront of digital engagementBe part of a fast-growing AI-first company leading the future of brand protection and community managementCompetitive Market Rate Compensation + 4+ weeks paid time offOpportunities for global team meetsFlexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global teamPlease submit your CV in English#J-*****-Ljbffr