AI-Driven Customer Experience Specialist

Basis; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health & wellness benefits

Meal stipends & stocked kitchen

Unlimited PTO & holidays

401(k) retirement plan

Parental leave

Job summary

Basis is looking for a data-minded customer experience professional to own the end-to-end process of helping clients and internal teams understand Basis products. You will document common questions, build runbooks for agents, and provide analytical insights from ticket data to leadership.

The role is in-office at our New York City HQ. The ideal candidate has 2–4 years in an analytical role, excellent written communication, and comfort reading technical logs and integrating AI into daily work.

Qualifications

• 2–4 years in an analytical or similar role (e.g., consulting, banking, startup operations).
• Excellent written communicator with ability to turn complex topics into clear docs.
• Comfort with technical logs and debugging without heavy engineering support.
• High adoption of AI tools and understanding where they fit in workflows.

Responsibilities

• Own customer experience end-to-end across Slack, email, and chat.
• Turn answers into agent-facing documentation and runbooks.
• Structure ticket data, run analysis, and report insights to leadership.
• Develop product expertise and stay current with Basis updates.

Skills

Analytical thinking

Written communication

Technical reading

AI familiarity

Attention to detail

Job description

Basis is looking for a data-minded customer experience professional to own the end-to-end process of helping clients and internal teams understand Basis products. You will document common questions, build runbooks for agents, and provide analytical insights from ticket data to leadership.

The role is in-office at our New York City HQ. The ideal candidate has 2–4 years in an analytical role, excellent written communication, and comfort reading technical logs and integrating AI into daily work.