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 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 escalate, 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. Requirements 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-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. 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…