Member Experience Specialist

Job Description

Job Description

About Base

Base is building the foundation of American power. The grid is the largest, most complex machine in the world. Yet it’s aging, struggling to keep up with today’s demand, and is unprepared for our electrified future.

Base is modernizing the grid as the first engineering-led, technology-driven power company. We’re deploying a nationwide network of distributed batteries that strengthens critical infrastructure and saves Americans money.

Our team of engineers, operators, creatives, technicians, and electricians design and deploy systems at speed. If you want to tackle the problem that will define this century and shape the future of American energy, now is the time. Join us.

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

1-5 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.

Our Values

We’re building a winning culture and we’re looking for people who are up for the challenge. Here’s what we expect from day one :

In-Person Only : We work full-time in the office. No hybrid. No remote.

Challenge the Status Quo : Question assumptions. Fix broken systems. Principles >

rules.

Move Fast : Focus on what matters, act quickly, and learn by doing.

Give & Get Feedback : Be direct, be humble. Challenge ideas–including your own.

Own the Outcome : Take full responsibility. Deliver results. No excuses.

Act Like an Owner : Be resourceful, mindful of impact, and committed to the business.

Be Decisive : Drive clarity. Make bold calls with imperfect info.

Bring the Intensity : This is not a 9-to-5. We're building something hard which requires real commitment.