Member Experience Operations, Content Strategy

Job description

ABOUT BASE Base is America’s next-generation power company. We’re rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system. We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time. ABOUT THE ROLE This is not a traditional content role. You'll sit at the intersection of copywriting, lifecycle strategy, and member education—owning the post-sale experience from the moment someone signs with Base through years of membership. Our members make a meaningful commitment when they join Base. Your job is to make sure they never regret it. That means getting ahead of their questions before they have them, guiding them through onboarding and installation with clarity, and continuously deepening their understanding of and engagement with their Base system. You'll own the Help Center, all automated communications sequences, and every word members read in the app and dashboard. If you've worked in support, customer success, or member experience and you're tired of solving the same problem one ticket at a time — this role lets you fix it for everyone, permanently. Writing is part of the job, not the whole job. If you love writing, operations, systems thinking, and building something category-defining from the ground up, this role is for you. Done well, this role directly reduces contact volume, increases net promoter score, drives app engagement, and keeps members for life. WHAT YOU'LL DO - Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume. - Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement. - Own all in-product content—tooltips, notifications, explanations, and educational prompts—ensuring members always know what's happening with their system and why it matters. - Translate complex energy concepts into clear, friendly language that any homeowner can understand. - Map the full post-sale member journey and identify moments where proactive communication can reduce friction, answer questions, and build confidence. - Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance. - Collaborate with Member Experience, Design, Ops, and Engineering to ensure content reflects real member behavior and product reality. WHAT YOU'LL BRING - 3–7+ years in customer support, customer experience, content strategy, communication, customer education, or a similar function at a fast-paced consumer company. - Direct experience owning a customer's end-to-end experience — you know where things break down because you've seen it firsthand, not just measured it in a dashboard. - Exceptional copywriting skills—you make complicated things simple and dry things interesting. - Hands-on experience building and optimizing lifecycle journeys in various tools. - A data-driven mindset: you define success metrics before you start, and you know how to measure what's working. - Strong organizational instincts—you can manage a content backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything. - Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint. - Comfort being both strategic and hands-on—you're just as comfortable auditing a comms sequence as you are presenting a content strategy to leadership. ABOUT THE TEAM The Member Experience team is the face of Base to our members—and the voice of our members back to Base. We’re deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what’s working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team. Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive. OUR VALUES - First Principles Thinking: Question assumptions. Principles > rules. - Operate at Base Pace: Focus on what matters, act quickly, and learn by doing. - Give & Get Feedback: Be direct, be humble, and maintain a growth mindset. - Everyone’s an Owner: Follow through on commitments and own results. - Strong Opinions, Loosely Held: Drive clarity and make calls with imperfect information. - Committed to the Mission: Rebuilding the grid is a big challenge. We work hard because we care deeply about the impact we’re creating. We work in-person. It’s not a 9-to-5. We are all-in. - Fun & Optimism Coexist with Grit: Collaboration and celebration coincide with the intensity of building real things. DO THE BEST WORK OF YOUR LIFE AT BASE.