• Execute diagnostics based on data analysis, KPIs, and other metrics for business areas across companies in diverse industries; • Develop management and executive presentations summarizing the results of process diagnostics and build the presentation materials; • Define and quantify improvement initiatives for the processes analyzed, design implementation plans and monitor the results achieved; • Conduct interviews and lead workshops with area stakeholders to map processes, identify deviations/bottlenecks and root causes; • Support project scope control and manage the escalation process to ensure compliance with schedule and scope; • Work collaboratively in teams with clear and assertive communication; • Serve as a project point of reference, proposing solutions and proactively supporting project demands; • Support other consultants with project tasks; • Analyze documents, databases/reports and produce analyses

• Deliver outstanding customer support via phone calls, chats, and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Active management of the mentees' journey • Individual follow-up sessions — schedule and conduct monthly one-on-one meetings, monitor success milestones to ensure the mentee stays on track, analyze challenges, and develop action plans • Re-engagement — identify absent or low-activity students and make immediate contact to bring them back into the program • New mentee onboarding — run kickoff sessions with new mentees, align expectations, and configure access to the student area (MemberKit, Hotmart) • Material curation and support — select and send materials requested by mentees, ensuring they have access to the content needed to progress with clarity and autonomy • Attendance in live sessions — attend live classes to understand technical content and monitor student engagement in real time • Group moderation — act as the main interface in WhatsApp groups, encourage interaction, and ensure the group maintains a high standard • Case collection — identify and document success cases • Renewal management — monitor contract terms and work to ensure the student's continued participation in the program • NPS analysis — track satisfaction scores and act proactively in scenarios of dissatisfaction • Data management — keep databases updated and generate reports on portfolio health

Role Description Are you a tech-savvy problem-solver with a builder’s mindset? Do you thrive in fast-paced environments where no two days are the same? BrandBastion is redefining 24/7 support, and we’re looking for a sharp, empathetic, and execution-focused teammate to join us in delivering the fastest, smartest, and most human support in the industry. We're not just answering tickets. We're building the future of support, instant, AI-powered, and truly human. You’ll be the heartbeat of our support operations, sitting at the intersection of: - Real-time chat, email, and internal team support - Platform expertise and troubleshooting - Client onboarding and implementation - Product feedback and operations scaling What You’ll Do: - Be the first line of instant help: Provide live chat, email, and Slack support with clarity, urgency, and empathy, no waiting, no forms, just real help. - Configure and maintain client accounts: Partner with Customer Success Managers during new client implementations by setting up client accounts in the backend, applying custom configurations, making ad hoc updates as needs evolve, and ensuring each account is ready for a smooth go-live. - Solve fast, go deep: Troubleshoot platform issues end-to-end. Use tools like Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to get answers fast. - Partner cross-functionally: Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processes. - Own the inbox, build the future: Take full ownership of client support requests, from first response through resolution. You’ll troubleshoot independently, know when to escalate, and keep customers informed with clear, proactive updates. When you’re not in support mode, you’re building documentation, playbooks, FAQs, platform fixes, and smarter workflows. Qualifications - B2B SaaS experience (2–4 years minimum) in support, implementation, or technical account roles, ideally from a fast-moving startup or scale-up. - Excellent communication: You enjoy supporting and helping customers. You communicate clearly, proactively, and personably, build trust through transparency, and always sign off with your name. - Tech-savvy and resourceful: You troubleshoot independently, love learning new tools, and figure things out even when there’s no step-by-step guide. - Social media fluency: Bonus points if you’ve worked in a social or community-led platform, or just love staying ahead of social nuances and trends (this includes world events - pop culture to politics and everything in between). - Builder’s mentality: You document as you go, question the status quo, and constantly improve how things work. - Independent and accountable: You are a self-starter who can manage your workload, prioritise effectively, and make thoughtful decisions with limited supervision. You are comfortable working through ambiguity, asking smart questions when needed, and taking ownership until the work is done. - Emotionally intelligent: High EQ with the ability to turn friction into connection. Our North Star We aim to redefine customer support: - Instant, AI-powered, and truly human when it matters most. No queues. No friction. Just real help, 24/7. - We design every experience for speed, resolution, and scale — and we build with the belief that support is not a cost center, it’s a conversion and loyalty engine. Benefits - Competitive Market Rate Compensation + 4+ weeks paid time off - Opportunities for global team meets - Flexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global team.