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

📌 Brand Protection Account Manager - LATAM (México)
🏢 Black Market Share
📍 México