Member Experience Associate

The role

You will deliver support to members through phone, email, text, and other channels. You will troubleshoot product issues and partner with internal teams to improve the member experience.

What you will do

• Engage with members across phone, email, text, and other communication channels.
• Troubleshoot and resolve member issues related to Base Power's products.
• Utilize tools to track, manage, troubleshoot, and prioritize member interactions.
• Partner with engineering, marketing, and operations teams to streamline processes.
• Act as the voice of the customer by gathering feedback and insights.
• Create and maintain detailed documentation, knowledge bases, playbooks, and team resources.
• Support new members during onboarding.

Required qualifications

• 0-5 years of experience.
• Empathetic communicator.
• Strong writing skills with excellent grammar, tone, and clarity.
• Ability to think analytically and creatively to resolve complex issues.
• Attention to detail in communicating, tracking interactions, and documenting solutions.
• Skilled at managing multiple tasks and inquiries simultaneously.
• Ability to stay calm under pressure and de-escalate frustrating situations.
• Comfortable with ambiguity and a fast-paced environment.
• Tech savvy.
• Team player motivated by the mission.

About the company

Base is America’s next-generation power company rebuilding the foundation of modern civilization by deploying a network of distributed batteries.