Customer Service Lead

Summary

Join BrandBastion as a Customer Service Lead and lead the scaling of our customer support function, ensuring exceptional client experiences. You will oversee a global team, handling inquiries, troubleshooting, and issue resolution. Collaborate with other departments to enhance customer satisfaction and retention. Develop and implement customer service strategies, processes, and KPIs. Optimize support workflows and manage the ticketing system and knowledge base. Track key performance indicators and use data to drive improvements. This is a fully remote and flexible role.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Experience working with social media, ad tech, or community management platforms is a plus

Benefits

• 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