The posting
ABOUT BASE
Base is America’s next-generation power company. We’re rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system. We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time.
ABOUT THE ROLE
Members trust Base to keep their lights on and their bills low. Our job in Member Experience is to make sure we deliver on this across onboarding, billing, support, the app, and what happens when something goes wrong. You'll identify the biggest needle movers for systemic improvement, and then go make the improvements.
WHAT YOU’LL DO
- Take on projects across the member experience, potentially including product, comms, retention, payments, fraud prevention, and frontline support operations. You’ll choose the ones that matter most based on data and member feedback.
- Find the root causes behind recurring pain points and fix them. That might be a process change, a tooling update, clearer messaging, or a conversation with Engineering to build a fix.
- Build the analysis, dashboards, and forecasts you need. You won’t wait for someone else to pull the numbers.
- Turn complicated problems into clear plans, and explain them simply to members, teammates, and leadership.
- Lead cross-functional work from kickoff to launch, keeping timelines and priorities on track.
- Set up and improve the systems and processes our team runs on, ensuring they scale.
- Move the metrics that matter to members and to internal efficiency, ensuring operational excellence.
WHAT YOU’LL BRING
- A track record of owning results in a fast-moving environment where the job wasn’t fully defined. Backgrounds in operations, consulting, strategy, support, product, analytics, or similar all work.
- Strong analytical skills. You’re comfortable in a spreadsheet or SQL, and you can tell what a number means for a decision.
- A habit of taking the shortest distance between two points.
- Clear, concise writing and speaking. You can make a complex issue easy to follow, and rally a group of cross-functional partners or company leaders.
- Quick learning. You can get up to speed on a new area that's complicated and technical, and make an impact in weeks.
- A bias toward building. You start before you’re told to, treat gaps as yours to close, find leading indicators before issues arise, and define your own scope as you go.
- Real care for members and for getting the details right.
ABOUT THE TEAM
The Member Experience team is the face of Base to our members—and the voice of our members back to Base. We’re deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what’s working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.
Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
OUR VALUES
- First Principles Thinking: Question assumptions. Principles > rules.
- Operate at Base Pace: Focus on what matters, act quickly, and learn by doing.
- Give & Get Feedback: Be direct, be humble, and maintain a growth mindset.
- Everyone’s an Owner: Follow through on commitments and own results.
- Strong Opinions, Loosely Held: Drive clarity and make calls with imperfect information.
- Committed to the Mission: Rebuilding the grid is a big challenge. We work hard because we care deeply about the impact we’re creating. We work in-person. It’s not a 9-to-5. We are all-in.
- Fun & Optimism Coexist with Grit: Collaboration and celebration coincide with the intensity of building real things.
DO THE BEST WORK OF YOUR LIFE AT BASE.
