Brand Protection Account Manager - LATAM

Remote | Independent Contractor | LATAM
About the Role
Black Market Share is looking for an experienced   Brand Protection Account Manager   to own the day-to-day experience of our customers and help them navigate complex online IP enforcement challenges.

This is not a traditional account management role. We’re looking for someone who combines exceptional customer service with hands-on DMCA/IP enforcement experience, strong analytical skills, and an owner mentality.

You will serve as the primary point of contact for a portfolio of customers, owning approximately 95% of their day-to-day requests from onboarding through ongoing service delivery. You should be comfortable independently evaluating new or unusual enforcement questions, using your experience and judgment to recommend a path forward, and coordinating internally to make sure things get done.

What You'll Own
Customer Experience & Account Management
Serve as the primary point of contact for assigned customers and own ~95% of day-to-day customer requests.
Build trusted customer relationships through responsive, thoughtful, and proactive communication.
Own customer onboarding and ensure new customers have an organized, high-quality experience from day one.
Lead recurring customer check-ins, reporting, and business reviews.
Track requests, commitments, risks, and follow-ups through completion.
Anticipate customer needs and proactively identify opportunities to improve their experience and results.
Escalate appropriately while taking ownership of driving issues to resolution.
Brand Protection & IP Enforcement
Apply hands-on DMCA and online IP enforcement experience to customer requests and novel brand-protection problems.
Evaluate potential infringement issues and recommend appropriate enforcement approaches.
Work closely with our Brand Protection and Operations teams on complex cases and escalations.
Help customers understand enforcement options, limitations, and outcomes.
Identify recurring enforcement challenges and opportunities to improve our processes and product.
Insights & Analysis
Analyze customer data to identify meaningful trends, risks, repeat infringers, marketplace patterns, and opportunities.
Translate data into clear customer-facing insights and recommendations.
Help develop recurring reports and business reviews that demonstrate the impact BMS is delivering.
Identify opportunities to automate and productize recurring analysis over time.

What We're Looking For
2+ years of hands-on DMCA and/or online IP enforcement experience required.

Experience with online brand protection, copyright enforcement, marketplace enforcement, or a closely related field.
Exceptional written and verbal English communication skills.
Exceptional customer service instincts -- you are responsive, thoughtful, calm, and genuinely enjoy helping customers.
Highly organized and able to manage multiple customers, requests, deadlines, and follow-ups without things falling through the cracks.
Strong analytical skills and comfort working with customer and operational data.
Sound judgment and the ability to apply prior IP enforcement experience to unfamiliar or ambiguous problems.
Proactive, resourceful, and comfortable operating with limited direction.
Strong ownership mentality: you don't simply relay requests; you work to understand the problem and drive it to resolution.
Comfortable working in a fast-moving startup where processes and products are continually evolving.

What Success Looks Like
Customers view you as a knowledgeable, responsive, trusted partner. Most customer needs are handled without founder involvement. Onboarding is consistent and high quality. Requests don't fall through the cracks. Customers receive useful insights -- not just activity reports. And when something unfamiliar arises, your instinct is to investigate, develop a point of view, and bring forward a recommendation rather than simply escalate the question.

Location:

Remote
Works closely with:
Service Operations, Brand Protection, Product & Engineering, and company leadership