Customer Service Lead

Location: Remote
Reports to: Head of Customer Experience

**About BrandBastion**:
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.