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Base Power is rebuilding America's electrical grid through distributed battery networks. The Support Operations role owns the end-to-end performance of the member-facing support function, combining data analytics with operational leadership.
You will track support performance metrics closely, forecast staffing and capacity needs, and build reporting dashboards that provide real visibility into how the support team is performing. The role requires identifying root causes behind recurring member issues and driving fixes across product, engineering, and operations teams—not just triaging symptoms.
Key responsibilities include:
- Monitor support performance end-to-end, catching problems early and acting quickly when metrics are at risk
- Forecast team capacity requirements and ensure staffing scales with demand
- Build and maintain reporting tools and dashboards for visibility into support operations
- Conduct root cause analysis on recurring issues and implement systemic fixes
- Own member-facing communications and information architecture, continuously improving based on data insights
- Collaborate cross-functionally with Product, Engineering, and Ops to close operational gaps
- Hold the operation accountable to metrics that matter to members
You should bring 4–8+ years of experience combining analytical rigor with direct ownership of a customer- or member-facing function (support, operations, content, or adjacent). Strong data skills are essential—you should be comfortable building models, dashboards, and forecasts independently. You need excellent writing and communication abilities to translate complex analysis for general audiences and leadership. Experience owning the tools and systems a team depends on is important; you've shaped how they're used, not just used them. You prefer solving root causes over optimizing triage processes. You're comfortable building infrastructure in a startup environment where priorities shift quickly. You move fluidly between deep analysis and hands-on execution, explaining both clearly to leadership.
Base is a startup with a mission-driven culture emphasizing first-principles thinking, rapid execution, and ownership. The role is in-person in Austin and may expand based on business needs.
