BrandBastion is the leading social media management solution for brands looking to drive growth through conversations. We help brands engage with their audiences, protect their reputation, and scale their community interactions through a combination of AI-powered technology and expert human oversight. Our clients include Fortune 1000 brands and fast-growing disruptors that invest heavily in paid and organic social media.
About The Role
We are looking for a Customer Service Lead to lead and scale our customer support function, ensuring exceptional client experiences across all touchpoints. This role will oversee a global team handling customer inquiries, troubleshooting, and issue resolution while collaborating with Customer Success, Product, and Operations to enhance customer satisfaction and retention.
Key Responsibilities
Leadership & Strategy
Build and lead a high-performing customer service team, ensuring rapid and high-quality support
Develop and implement customer service strategies, processes, and KPIs that align with BrandBastion's mission to drive engagement and brand growth
Foster a customer-first culture by driving continuous improvement, efficiency, and innovation in support operations
Customer Support Operations
Ensure fast response times, accurate issue resolution, and a seamless support experience for customers using BrandBastion's solutions
Optimize and scale support workflows, implementing automation and self-service solutions to enhance efficiency
Develop and manage a ticketing system, knowledge base, and support documentation to empower customers
Cross-Functional Collaboration
Work closely with Customer Success to identify and address recurring issues, ensuring seamless client experiences
Collaborate with Product & Engineering teams to report and prioritize bugs, feature requests, and usability challenges based on customer feedback
Partner with Sales & Account Management to support enterprise customers with onboarding, troubleshooting, and ongoing service needs
Metrics & Performance Optimization
Establish and track key performance indicators (KPIs), such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS)
Use data and customer insights to drive process improvements and enhance customer service delivery
Develop and oversee escalation processes to ensure critical customer issues are resolved promptly
Requirements
Who You Are
5+ years of experience in customer service or support leadership roles, ideally in a SaaS or tech-driven environment
Strong experience in building, scaling, and leading a customer service function
Passionate about delivering world-class customer experiences with a proactive and problem-solving mindset
Data-driven and analytical, with experience using support tools, automation, and AI-driven customer service solutions
Excellent communication and collaboration skills, with the ability to work cross-functionally
Experience working with social media, ad tech, or community management platforms is a plus
Benefits
Why Join BrandBastion?
Be part of a fast-growing, innovative company disrupting the social media management space
Work with top global brands and industry leaders
Opportunity to shape and scale the customer service function from the ground up
Fully remote and flexible work environment
4 weeks of paid time off annually in accordance with BrandBastion's time off policy + additional days for public holidays
We want our team members to become the best in their field and will sponsor material that you need to read to stay and become the best in your field
Opportunity to travel when BrandBastion arranges global team meet-ups periodically in different international locations.
