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. What you'll own Brand direction and the creative bench 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 the v7 messaging system on every surface a pod or a 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. Narrative and comms 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. What we're looking for 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). Why You'll Love Level AI 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