Remote

Brand Support Specialist

Full-time • Reports to Director, Solutions & Success
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About us

brand.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 you

The 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 do

  • Onboard new customers and help them build the habits that lead to real adoption
  • Guide customers through the product and their day-to-day workflows
  • Own the support queue: triage and resolve usage, how-to, and configuration questions
  • Meet our support SLA and keep customers informed throughout
  • Route code-level issues to engineering, own the hand-off, and see them to closure
  • Turn recurring questions into help content and run light training

What we're looking for

  • 2-4 years in customer support, customer success, or onboarding at B2B SaaS
  • Able to learn a complex platform quickly and explain it simply
  • Comfortable troubleshooting usage and clear-eyed about when to escalate to engineering
  • Enough feel for brand and design to understand what customers are trying to achieve
  • Excellent communication, patience, and genuine care for the customer

Apply at careers@brand.ai with your resume and a brief note on your approach to customer support.