Member Experience Specialist

Base Power Company; Austin (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Base Power Company is seeking a Customer Experience advocate to engage members across phone, email, and text, resolving product issues and delivering a world-class experience. You will help document solutions, contribute to knowledge bases, and support onboarding for new members, collaborating with engineering and operations to improve processes.

You will thrive in a fast-paced startup environment, staying calm under pressure while driving customer satisfaction and brand advocacy.

Qualifications

• Empathetic communicator with strong writing and grammar
• Ability to think analytically and creatively to resolve issues
• Attention to detail and documenting solutions clearly
• Able to manage multiple inquiries and meet deadlines
• Calm under pressure with proactive de-escalation
• Tech-savvy and quick to learn new tools and systems
• Team player focused on company mission

Responsibilities

• Engage with members across phone, email, text, and other channels to deliver delightful 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
• Gather customer feedback to inform product and service improvements
• Create and maintain documentation, knowledge bases, and playbooks
• Assist new members during onboarding and ensure product adoption

Skills

Empathetic communicator

Strong writing

Analytical thinking

Detail oriented

Multitasking

Calm under pressure

Tech savvy

Team player

Tools

CRM software

Knowledge base platforms

Job description

Base Power Company is seeking a Customer Experience advocate to engage members across phone, email, and text, resolving product issues and delivering a world-class experience. You will help document solutions, contribute to knowledge bases, and support onboarding for new members, collaborating with engineering and operations to improve processes.

You will thrive in a fast-paced startup environment, staying calm under pressure while driving customer satisfaction and brand advocacy.