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Base Power is rebuilding America's electricity grid through distributed battery networks. This role sits at the intersection of copywriting, lifecycle strategy, and member education—owning the post-sale experience from signup through long-term membership.
You'll own the Help Center, all automated communications sequences (email, SMS, push), and every word members encounter in the app and dashboard. The core mission is to make members confident in their Base system and reduce support friction by answering questions proactively at scale. Rather than solving the same problem one ticket at a time, you'll fix it for everyone permanently.
Key responsibilities include:
- Building and continuously improving a self-serve knowledge base that reduces inbound contact volume
- Designing and managing lifecycle communication flows for onboarding, installation milestones, and ongoing engagement
- Owning all in-product content (tooltips, notifications, educational prompts)
- Translating complex energy concepts into clear language for homeowners
- Mapping the full post-sale member journey to identify friction points
- Building, testing, and optimizing lifecycle sequences in CRM and automation platforms
- Collaborating cross-functionally with Member Experience, Design, Ops, and Engineering
You'll need 3–7+ years in customer support, customer experience, content strategy, or customer education at a fast-paced consumer company. You should have direct experience owning end-to-end customer experiences, exceptional copywriting skills, hands-on lifecycle journey optimization experience, and a data-driven mindset. Strong organizational instincts and the ability to operate both strategically and tactically across functions are essential. Base is a startup where priorities shift quickly, so flexibility and ownership are critical.
