Member Experience Lifecycle & Content Lead

Nashville Public Radio; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Base is America's next-generation power company transforming the grid with distributed batteries. This role sits at the intersection of copywriting, lifecycle strategy, and member education, owning the post-sale experience from sign-up through years of membership.

You'll manage the Help Center, automated communications, and every word in the app and dashboard to guide and delight members. If you love writing, systems thinking, and building something category-defining from the ground up, this

Qualifications

• 3-7+ years in customer support, customer experience, content strategy, or related functions at a fast-paced consumer company.
• Direct experience owning a customer's end-to-end experience, not just dashboard metrics.
• Exceptional copywriting skills that simplify complex ideas.
• Hands-on experience building and optimizing lifecycle journeys in various tools.
• Data-driven with clear success metrics and measurement methods.
• Strong organizational instincts with backlog, version control, and multi-sequence management.
• Ability to operate cross-functionally and maintain quality across all touchpoints.
• Strategic yet hands-on, able to audit sequences and present strategy to leadership.

Responsibilities

• Build and maintain a self-serve knowledge base to proactively answer member questions and reduce inbound contact.
• Design and manage lifecycle communication flows across email, SMS, and push notifications for onboarding and ongoing engagement.
• Own in-product content—tooltips, notifications, explanations, and prompts—clarifying system state and impact.
• Translate energy concepts into clear, homeowner-friendly language.
• Map the post-sale member journey to identify friction points and opportunities.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms with data-driven iteration.
• Collaborate with Member Experience, Design, Ops, and Engineering to align content with user behavior and product reality.

Skills

Copywriting

Lifecycle journeys

Data-driven mindset

Cross-functional collaboration

Strategic thinking

Tools

CRM platforms

Automation tools

Job description

Base is America's next-generation power company transforming the grid with distributed batteries. This role sits at the intersection of copywriting, lifecycle strategy, and member education, owning the post-sale experience from sign-up through years of membership.

You'll manage the Help Center, automated communications, and every word in the app and dashboard to guide and delight members. If you love writing, systems thinking, and building something category-defining from the ground up, this