Member Experience Specialist

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 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. What You'll Do - 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. What You'll Bring - 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 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. 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.