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Base is America's next-generation power company deploying a distributed battery network to transform the centralized electrical grid into a resilient and abundant system. As a Member Experience Associate, you will be the primary point of contact for customers, delivering world-class support across multiple channels (phone, email, text, and others) while serving as both the voice of the brand and the advocate for customer needs back to the organization.
You will engage directly with members to troubleshoot and resolve issues related to Base Power's innovative products, ensuring seamless and satisfying solutions. You'll utilize tracking and management tools to prioritize member interactions and ensure prompt resolution of concerns. A key part of your role involves supporting new members during onboarding, helping them understand and fully utilize Base Power's products from the start.
Beyond direct customer support, you will act as the "voice of the customer," gathering valuable feedback and insights to inform product and service improvements. You'll partner cross-functionally with engineering, marketing, and operations teams to streamline processes and drive continuous improvement. You'll create and maintain detailed documentation, knowledge bases, playbooks, and team resources to ensure consistency in service delivery across the team.
The Member Experience team is deeply customer-obsessed and uniquely cross-functional, with visibility into how every team connects. You'll see firsthand what's working well and what should be improved, surfacing insights that help inform business priorities. Base is a startup where priorities shift quickly, so your role may expand or change based on business needs. The team works in-person and operates with high ownership and accountability balanced with strong collaboration and support.
Requirements:
- 0–5 years of experience
- Empathetic communicator who loves connecting with people and making them feel heard
- Strong writing skills with excellent grammar, tone, and clarity
- Ability to think analytically and creatively to resolve complex issues and suggest process improvements
- Attention to detail in communicating accurately, tracking customer interactions, and documenting solutions
- Skilled at managing multiple tasks and inquiries simultaneously while meeting deadlines and response time goals
- Natural ability to stay calm under pressure and proactively de-escalate frustrating situations
- Comfortable with ambiguity and fast-paced environments; able to quickly adapt to changes while maintaining high-quality support
- Tech savvy with a knack for quickly mastering new tools and systems
- Team player motivated by the mission
