Support & Implementation Specialist

🕒 June 26

🌐 Mexico, Argentina, +1 more countries – Remote

🇲🇽 Mexico – Remote 🇦🇷 Argentina – Remote 🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🛠️ Implementation Specialist

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BrandBastion

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💼 Consulting

📣 Marketing

🌍 Social Impact

💰 Seed Round on 2016-01

Consulting • Marketing • Social Impact

BrandBastion is a social media management platform that specializes in community management, brand protection, and audience engagement. It offers 24/7 services, utilizing advanced AI integrations to respond to comments, analyze sentiment, and prevent harmful interactions on social media. BrandBastion empowers brands to enhance their online presence by ensuring a safe and engaging environment for audience interaction, ultimately driving awareness and sales.

📋 Description

• 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

• 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 questions when needed, and taking ownership until the work is done. • Emotionally intelligent: High EQ with the ability to turn friction into connection.

🏖️ Benefits

• 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.