AI-Powered Customer Experience Specialist

Better Tomorrow Ventures; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Health benefits

Unlimited PTO

In-office perks

401(k)

Team events

Parental leave

Job summary

Basis is seeking a customer experience professional to own end-to-end support for our AI-enabled platform used by top accounting firms. You’ll manage inquiries across Slack, email and chat, turning answers into playbooks and agent documentation for scalable support.

You’ll build product expertise, analyze ticket trends, and partner with the product team to improve customer journeys. This in-office NYC role rewards strong communication and attention to detail.

Qualifications

• 2–4 years in an analytical role.
• Excellent written communicator and storyteller.
• Comfort with technical adjacency.
• High adoption of AI in day-to-day work.
• High attention to detail.

Responsibilities

• Be Basis's first line of defense across Slack, email, and chat; escalate as needed.
• Turn answers into documentation and runbooks for agents.
• Be the analytical backstop on trends and report findings to leadership.
• Develop deep product expertise and stay ahead of Basis updates.

Skills

Analytical experience

Written communication

Technical adjacency

AI adoption

Detail orientation

Tools

SQL

Job description

Basis is seeking a customer experience professional to own end-to-end support for our AI-enabled platform used by top accounting firms. You’ll manage inquiries across Slack, email and chat, turning answers into playbooks and agent documentation for scalable support.

You’ll build product expertise, analyze ticket trends, and partner with the product team to improve customer journeys. This in-office NYC role rewards strong communication and attention to detail.