Member Experience Specialist

Our mission at Base is to fix the power grid and enable affordable and reliable electricity for all. To do that, we are building America's Next-Generation Power Company; the first engineering-led, technology-focused, R&D-driven electricity company. We are a team of tenacious engineers, operators, and creatives who have solved hard problems and are here to do it again.

As part of our Member Experience team, you will play a vital role in delivering unparalleled support, working directly with customers to provide a world-class experience. You will be the voice and advocate of our brand, ensuring every interaction leaves a lasting impression of trust, satisfaction, and delight. By actively addressing customer needs and exceeding their expectations, you will contribute not only to the success of our customers but also to the growth and reputation of our company. This role offers a unique opportunity to develop real-world expertise in customer service, creative problem-solving, and impactful communication, all while making a tangible difference in the lives of our customers and the future of Base.

- Engage with members across phone, email, text, and other communication channels, delivering personalized and delightful experiences that leave a lasting impact.

- Troubleshoot and resolve member issues related to Base Power's innovative products, ensuring seamless and satisfying solutions.

- Utilize tools to track, manage, troubleshoot, and prioritize member interactions, ensuring every concern is addressed promptly and efficiently.

- Partner with engineering, marketing, and operations teams to streamline processes, enhance the member experience, and drive continuous improvement.

- Act as the "voice of the customer", gathering valuable feedback and insights to shape the future of our products and services.

- Create and maintain detailed documentation, knowledge bases, playbooks, and team resources to ensure consistency in service.

- Support new members during onboarding to ensure they understand and can fully utilize Base Power's products from the start.

Required Skills / Qualifications

:

- 1-5 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 and clearly, tracking customer interactions, and documenting solutions.

- Skilled at managing multiple tasks and inquiries simultaneously while meeting deadlines and response time goals.

- Natural inclination to stay calm under pressure and step up to proactively de-escalate frustrating situations.

- Comfortable with ambiguity and a fast-paced environment 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 who always puts the company's best interests first.

If you're passionate about tackling one of the most critical challenges of our time, now is the time to join us. Together, we can usher in a new era of American energy abundance by developing the hardware, software, and deployment operations that make it possible.

- In-Person Work: We work full-time in the office. There is no hybrid or remote work.

- Challenge Assumptions: We're not here to do things the way they've always been done. We look for people who question the status quo and improve broken systems. We are guided by principles, not rules.

- Operate with Urgency: Speed matters. We focus on what's essential, make fast progress, and iterate quickly. Execution drives learning, and learning drives impact. Always have a bias for action.

- Give & Seek Feedback: We value intellectual honesty. We expect you to challenge ideas (even your own), give direct feedback, and receive it with humility.

- Deliver: We are high achievers with a drive to win. We take end-to-end accountability for seeing our work through and delivering on our responsibilities.

- Think Like an Owner: We are all owners of the business. We use our time and resources wisely and take personal responsibility for our impact on the bottom line.

- Be Opinionated: Great people make decisions with imperfect information. Eliminate murky ownership and drive towards decisions.

- Bring the Intensity: This is not a 9-to-5 job. We are building something hard, and that requires real commitment.