Customer Support Associate

The role

You will own the customer experience end-to-end by managing questions via Slack, email, and chat. You will turn resolved questions into documentation for agents and build analytical reports on ticket trends for leadership.

What you will do

• Own customer experience across Slack, email, and chat
• Investigate and resolve customer questions or escalate where needed
• Turn answers into help articles and runbooks for agents
• Structure and tag ticket data
• Build reporting and run analysis on ticket trends
• Present analysis to leadership
• Develop deep product expertise

Required qualifications

• 2-4 years in an analytical role such as management consulting, investment banking, or an operating role at a high-growth startup
• Experience multi-tasking, handling copious amounts of data, and building clear deliverables
• Excellent written communicator and storyteller
• Comfort with technical adjacency to read technical error messages, navigate logs, and debug an integration
• High adoption of AI in your day-to-day
• High attention to detail

Nice to have

• Exposure to accounting, audit, or finance workflows
• SQL or any query language to analyze structured data

Benefits

• Premium Medical, Dental, and Vision coverage
• Life Insurance
• 6 coaching and 6 therapy sessions through Spring Health
• 100% coverage of Wellhub Gold membership
• Unlimited PTO
• 12 paid company holidays
• Daily meal stipends
• Fully stocked kitchen
• $300 toward custom desk setup
• Pre-tax commuter benefits
• 401(k) retirement plan
• Monthly office activities and frequent optional team happy hours

About the company

Basis builds real agents that perform end-to-end work for large accounting firms. The company recently raised $100M at a >$1B valuation.