Support & Implementation Specialist

BrandBastion; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully Remote

4+ weeks paid time off

Job summary

BrandBastion is redefining 24/7 support with instant, AI-powered, and human service. We’re seeking a sharp, empathetic teammate to own real-time support across live chat, email, and Slack, while onboarding new clients and configuring their accounts for success.

Join a fast-growing, remote-first team that values initiative, transparency, and cross-functional collaboration. You’ll help scale operations, document smarter workflows, and contribute to a vibrant AI-forward culture.

Qualifications

• 2–4 years in B2B SaaS support, implementation, or technical accounts.
• Clear, proactive communication that builds trust with customers.
• Resourceful, self-starter who learns new tools quickly.

Responsibilities

• Provide live chat, email, and Slack support with clarity, urgency, and empathy.
• Configure and maintain client accounts in the backend for go-live.
• Troubleshoot platform issues end-to-end using available tools.
• Partner with Product, Engineering, and CX teams to document feedback and improve processes.
• Own client requests from first response to resolution and document workflows.

Skills

B2B SaaS

Strong communication

Independent worker

EQ demonstrated

Tools

Intercom

Loom

Knowledge Base

Job description

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

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.


• Configure and maintain client accounts: Partner with Customer Success Managers during new client implementations by setting up client accounts in the backend, applying custom configurations, making ad hoc updates as needs evolve, and ensuring each account is ready for 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: Take full ownership of client support requests, from first response through resolution. You’ll troubleshoot independently, know when to elevate, and keep customers informed with clear, proactive updates. When you’re not in support mode, you’re building documentation, playbooks, FAQs, platform fixes, and smarter workflows.
  

What We’re Looking For

• 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: You enjoy supporting and helping customers. You communicate clearly, proactively, and personably, 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‑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.


• Independent and accountable: You are a self-starter who can manage your workload, prioritise effectively, and make thoughtful decisions with limited supervision. You are comfortable working through ambiguity, asking smart questions when needed, and taking ownership until the work is done.


• Emotionally intelligent: High EQ with the ability to turn friction into connection.

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.

About Us

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.

At BrandBastion, high performers shape their own path. 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.