Head of Brand & Narrative

Level AI is transforming how modern customer service teams operate. Our AI-native platform powers deep insights from customer interactions, helping enterprises deliver world-class customer experiences. We are backed by top investors including Battery Ventures, and have raised over $67 million in funding to date. Level AI is growing rapidly and on a mission to build the most adaptive and forward-thinking customer experience solutions.

A brand is a company’s point of view, set as its narrative, public point of view, and how prospects, customers, competitors and investors perceive the company. Level AI's brand shows up across a website, a blog, event booths, campaign creative, and the external voices of our CEO & CX Executive in Residence.

This role drives Level AI’s narrative direction and its supporting creative approach rooted in strategy and insights and brought to life with the cross-functional Marketing team as well as freelance creative support.

• Recruit, vet, and manage a bench of freelance graphic designers, video producers, and motion designers. You own the roster, the rates, the turnaround expectations, and the quality bar.

• Write creative briefs specific enough that a contractor can execute without a second round of interpretation.

• Define and maintain brand standards across our visual identity and writing style. Enforce our current messaging system, and evolve future systems, on every surface a team member or contractor touches.

• Own the website and blog CMS at the template, information architecture, and publishing level.

• Direct creative for marquee field marketing events and large campaign moments.

• Advise Growth, PMM and our performance marketing agency on direction for ad/campaign creative.

• In partnership with CEO, VP Marketing, and CRO, build the top-of-funnel narrative. Identify the arguments Level AI should be making about the category, then sequence them across formats and quarters, including executive voices (our CEO and CX Executive in Residence)

• Set strategy with our comms agency and manage the relationship as the client.

• Own speaking and conference submissions. Match the narrative to the event calendar and get abstracts in before deadlines.

• 7+ years in brand, editorial, or communications, including time at a B2B SaaS company selling to enterprise buying committees.

• A strong writing portfolio, particularly around thought leadership, value articulation and differentiation.

• Demonstrated visual judgment. You have art-directed designers and can articulate why a layout fails, not only that it does.

• Experience recruiting and managing creative freelancers. You know how to source them, set rates, brief them, and end a relationship that stops working.

• Hands-on fluency in CMS and marketing automation tools (we use Framer and Hubspot).

• Remote

• Competitive salary and equity packages

• Comprehensive medical, dental, and vision benefits

• Flexible PTO

• Fast-moving, collaborative, and high-growth environment

• Opportunity to shape the future of customer experience technology