Member Experience & Content Strategy Lead

Base Power Company; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Base Power Company is seeking a skilled writer and lifecycle strategist to own the post-sale experience from onboarding through long-term membership. You’ll manage the Help Center, automated communications, and in-app content to guide members with clear, friendly language.

This role reduces contact volume, boosts app engagement, and drives ongoing member value. You’ll collaborate cross-functionally to align content with product realities and member needs.

Qualifications

• 3–7+ years in customer support, customer experience, content strategy, or related roles at a fast-paced consumer company.
• Direct experience owning a customer’s end-to-end experience.
• Exceptional copywriting skills—you make complicated things simple and dry things interesting.
• Hands-on experience building and optimizing lifecycle journeys in various tools.
• A data-driven mindset: you define success metrics before you start, and you know how to measure what's working.
• Strong organizational instincts—you can manage a content backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything.
• Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint.
• Comfort being both strategic and hands-on—you're just as comfortable auditing a comms sequence as you are presenting a content strategy to leadership.

Responsibilities

• Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume.
• Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
• Own all in-product content—tooltips, notifications, explanations, and educational prompts—ensuring members always know what's happening with their system and why it matters.
• Translate complex energy concepts into clear, friendly language that any homeowner can understand.
• Map the full post-sale member journey and identify moments where proactive communication can reduce friction, answer questions, and build confidence.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance.
• Collaborate with Member Experience, Design, Ops, and Engineering to ensure content reflects real member behavior and product reality.

Skills

End-to-end ownership

Copywriting

Lifecycle journeys

Data-driven

Content backlog management

Cross-functional collaboration

Strategic & hands-on

Operations mindset

Job description

Base Power Company is seeking a skilled writer and lifecycle strategist to own the post-sale experience from onboarding through long-term membership. You’ll manage the Help Center, automated communications, and in-app content to guide members with clear, friendly language.

This role reduces contact volume, boosts app engagement, and drives ongoing member value. You’ll collaborate cross-functionally to align content with product realities and member needs.