Member Experience Specialist, Phone Support

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 be the first voice our members hear when they call in. You'll own our phone support queue, fielding live inbound calls and being the calm, knowledgeable presence that turns a frustrated member into a loyal one. This is a high-touch, high-volume role for someone who genuinely loves talking to people, thinks fast on their feet, and finds real satisfaction in solving problems in real time. What You'll Do - Own the inbound phone queue—answer live member calls promptly, professionally, and with genuine warmth. - Triage issues quickly: assess what a member needs, determine urgency, and route or escalate appropriately. - Troubleshoot and resolve member issues related to Base Power's products during the call whenever possible, minimizing handoffs and callbacks. - Document every interaction accurately in our support tools so nothing falls through the cracks. - Collaborate with the broader MX team to flag recurring call drivers and keep the team informed on what members are experiencing. - Support new members during onboarding calls, ensuring they feel confident and set up for success from day one. What You'll Bring - 1–5 years of experience in a phone-based support or customer service role. - Exceptional verbal communication skills—clear, warm, and confident on every call. - Ability to think quickly and stay composed under pressure, especially during high-volume periods or difficult conversations. - Strong listening skills with a genuine ability to make people feel heard. - Comfort with ambiguity and fast context-switching across different member issues and product areas. - Natural instinct to de-escalate tense situations and turn friction into trust. - Tech savvy, with the ability to navigate support tools and systems while staying fully present in a conversation. - Attention to detail when logging interactions and following up on open issues. 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.