AI Customer Experience Specialist

getbasis.ai; Northern, New York (KY, NY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health & Wellness benefits

Unlimited PTO

In-office meals

Custom desk setup

401(k) retirement plan

Team activities

Parental leave

Job summary

Basis is deployed at top accounting firms in the country, and our customer base is growing fast. Our customers love what we\'ve built with them.

You will own the customer experience end-to-end, turning questions into documentation our agents learn from, and building insights across thousands of tickets to tell the company what is happening with our customers. This is an in-office, full-time role at our NYC HQ.

Qualifications

• 2-4 years in an analytical role at a high-growth startup or similar environment.
• Excellent written communication and storytelling.
• Comfort with technical adjacency and ability to read error messages and logs.
• High adoption of AI in day-to-day work and opinions on where it works best.
• High attention to detail; accountants will notice typos and unclear instructions.

Responsibilities

• Be Basis's first line of defense across Slack, email, and chat; investigate, resolve, and escalate as needed.
• Turn resolved questions into documentation, runbooks, and knowledge articles for agents.
• Be the analytical backstop on trends: structure and tag ticket data, build reporting, and present insights to leadership.
• Develop deep product expertise by staying ahead of Basis product updates.

Skills

Analytical thinking

Written communication

Technical aptitude

AI fluency

Attention to detail

Tools

SQL

Job description

Basis is deployed at top accounting firms in the country, and our customer base is growing fast. Our customers love what we\'ve built with them.

You will own the customer experience end-to-end, turning questions into documentation our agents learn from, and building insights across thousands of tickets to tell the company what is happening with our customers. This is an in-office, full-time role at our NYC HQ.