Member Experience Advocate

Speedrun Talent Network; Austin, Northern (TX, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Base is redefining the energy grid with a community of engineers and creatives. We are building a first-principles, fast-paced team focused on delivering exceptional customer experiences across phone, email, and text channels.

As part of the Member Experience team, you will troubleshoot member issues, document solutions, and collaborate cross-functionally to improve processes. This role emphasizes customer advocacy and clear, helpful communication in a startup environment.

Qualifications

• 0-5 years of experience.
• Empathetic communicator with strong writing.
• Analytical and creative problem-solver.
• Attention to detail in documentation and tracking.
• Ability to manage multiple inquiries and meet deadlines.
• Calm under pressure and de-escalation when needed.
• Tech-savvy and quick to learn new tools.
• Team-oriented with customer-first mindset.

Responsibilities

• Engage with members across phone, email, text, and other channels to deliver personalized experiences.
• Troubleshoot and resolve member issues related to Base Power products.
• Use tools to track, manage, troubleshoot, and prioritize member interactions.
• Collaborate with engineering, marketing, and operations to improve processes and the member experience.
• Act as the voice of the customer, gathering feedback to inform product decisions.
• Create and maintain documentation, knowledge bases, and team resources.
• Support new members during onboarding to ensure successful product usage.

Job description

Base is redefining the energy grid with a community of engineers and creatives. We are building a first-principles, fast-paced team focused on delivering exceptional customer experiences across phone, email, and text channels.

As part of the Member Experience team, you will troubleshoot member issues, document solutions, and collaborate cross-functionally to improve processes. This role emphasizes customer advocacy and clear, helpful communication in a startup environment.