Member Experience Operations, Content Strategy

The role

You will own the post-sale member experience by managing the Help Center, automated communication sequences, and in-product content. You will design lifecycle flows and translate complex energy concepts into clear language to reduce contact volume and increase engagement.

What you will do

• Build, maintain, and improve a self-serve knowledge base.
• Design and manage lifecycle communication flows across email, SMS, and push notifications.
• Own all in-product content including tooltips, notifications, and educational prompts.
• Translate complex energy concepts into clear, friendly language.
• Map the full post-sale member journey to identify proactive communication opportunities.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms.
• Collaborate with Member Experience, Design, Ops, and Engineering.

Required qualifications

• 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.
• Exceptional copywriting skills.
• Hands-on experience building and optimizing lifecycle journeys in various tools.
• A data-driven mindset.
• Strong organizational instincts.
• Ability to operate cross-functionally and hold a high bar for quality.
• Comfort being both strategic and hands-on.

About the company

Base is America’s next-generation power company rebuilding the foundation of modern civilization by deploying a network of distributed batteries. They are engineers, operators, and creatives solving complex, interdisciplinary challenges.