Support & Implementation Specialist

About the role

BrandBastion is building an AI‑powered, human‑first support platform for B2B SaaS customers. As a Support & Implementation Specialist you will be the frontline for real‑time chat, email and Slack assistance while also configuring new client accounts and driving continuous product improvements.

Key responsibilities

• Provide instant live‑chat, email and Slack support with clear, empathetic communication.
• Configure and maintain client accounts during onboarding, applying custom settings and ensuring a smooth go‑live.
• Troubleshoot platform issues end‑to‑end using tools such as Intercom, Knowledge Base, ChatGPT and Loom.
• Collaborate with Product, Engineering and CX teams to document feedback, propose fixes and streamline processes.
• Own the support inbox from first response through resolution, escalating when necessary and keeping customers informed.
• Create and maintain documentation, playbooks, FAQs and workflow improvements.

Required profile

• 2‑4 years of B2B SaaS experience in support, implementation or technical account roles, preferably in a fast‑moving startup.
• Excellent written communication with a customer‑centric mindset.
• Self‑starter who can manage workload independently and thrive in ambiguous environments.
• Interest in social media trends and community‑led platforms.

Required skills

• Intercom
• ChatGPT
• Loom
• Slack