AI Customer Experience Specialist

Precision Labs; Northern, New York (KY, NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health & Wellness

Unlimited PTO

In-Office Perks

Financial Benefits

Team Culture

Parental Leave

Job summary

Basis is deploying AI-powered agents for top accounting firms, and this role is the first voice customers hear when questions arise. You will own end-to-end support across Slack, email, and chat, serving as the bridge to the product team from Basis HQ.

You will convert resolved questions into agent-ready documentation, analyze tickets to reveal trends, and develop deep product expertise to help Basis scale.

Qualifications

• 2–4 years in an analytical role (management consulting, finance, or startup ops).
• Excellent written communicator with storytelling abilities.
• Comfort reading technical error messages and logs; able to debug integrations.

Responsibilities

• Be Basis's first line of defense across Slack, email, and chat; investigate and resolve where possible.
• Turn resolved questions into documentation and runbooks for agent training.
• Structure ticket data, perform analysis, and report trends to leadership.
• Develop deep product expertise to stay ahead of Basis updates.

Skills

Analytical experience

Written communication

Technical literacy

AI adoption

Attention to detail

Job description

Basis is deploying AI-powered agents for top accounting firms, and this role is the first voice customers hear when questions arise. You will own end-to-end support across Slack, email, and chat, serving as the bridge to the product team from Basis HQ.

You will convert resolved questions into agent-ready documentation, analyze tickets to reveal trends, and develop deep product expertise to help Basis scale.