RemoteBrand Support SpecialistFull-time • Reports to Director, Solutions & SuccessApplyAbout usbrand.ai sits at the intersection of artificial intelligence and brand identity. We're building technology that fundamentally reimagines how brands evolve and express themselves in the world. Our platform enables brands to develop coherent identities that adapt and respond to the rapidly shifting technologically driven cultural landscape while maintaining authenticity.We believe in educating our customers about the transformative reality of AI expansion and how it's reshaping brand work. We're not just another martech tool. We're building a layer 1 platform that becomes the foundational infrastructure for how brands manage and extend their DNA in an AI-driven world.About youThe Customer Support Specialist is the front line of the brand.ai customer experience: the brand-literate human who helps sophisticated teams actually use the platform and get value from it day to day. This is the role that keeps customers onboarded, confident, and unblocked.You deliver our support SLA on the usage side: onboarding, workflow guidance, how-to and configuration questions, and the everyday issues that come up as brand teams put AI to work. Anything that needs code is handed to our Software Engineer, and you own the customer through it.What you'll doOnboard new customers and help them build the habits that lead to real adoptionGuide customers through the product and their day-to-day workflowsOwn the support queue: triage and resolve usage, how-to, and configuration questionsMeet our support SLA and keep customers informed throughoutRoute code-level issues to engineering, own the hand-off, and see them to closureTurn recurring questions into help content and run light trainingWhat we're looking for2-4 years in customer support, customer success, or onboarding at B2B SaaSAble to learn a complex platform quickly and explain it simplyComfortable troubleshooting usage and clear-eyed about when to escalate to engineeringEnough feel for brand and design to understand what customers are trying to achieveExcellent communication, patience, and genuine care for the customerApply at careers@brand.ai with your resume and a brief note on your approach to customer support.Back to Careers
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