Customer Experience Analyst
Basis AIAccounting Automation company
New York, United StatesMid
Accel
GV
Khosla Ventures
Lloyd Blankfein
NFDG
Better Tomorrow Ventures
Operations & Strategy
About the role
TL;DR
Manage customer questions and support for Basis as it scales.
- •As Basis scales, we need a dedicated customer experience hire to manage customer questions and support.
- •You'll build the playbooks and knowledge base that scale support as our customer base grows.
- •Key Responsibilities Be Basis's first line of defense for customer questions.
- •Triage and resolve tickets across different methods of communication, set the quality bar, and manage the customer experience end-to-end.
- •Create and maintain Basis's customer-facing knowledge base.
- •Turn repeated questions into help articles, runbooks, and macros that compound over time.
- •Capture, tag, and document customer satisfaction.
- •Route customer signal back to Deployed Intelligence.
- •Tag tickets to themes, surface trends weekly, and make sure issues never sit unresolved.
- •Develop deep product expertise.
- •Stay ahead of every Basis ship so you can resolve issues faster than anyone and help customers get more value from agents the day they go live.
- •Requirements A pattern-recognition and documentation instinct.
- •You naturally turn repeated questions into scalable knowledge base content and runbooks that other people can use.
- •Excellent written communicator.
- •Crisp, clear, professional, and warm in async channels.
- •You write responses customers actually want to read.
- •Comfort with technical adjacency.
- •You can read technical error messages, navigate logs, and debug an integration without needing engineering translation.
- •Bias to action and ownership.
- •You move first, ask later, and bring back results that are better than what was asked of you.
- •High attention to detail.
- •Our customers are accountants
- •they will notice every typo, off-by-one, and unclear instruction.
- •Sense of urgency.
- •You treat every open ticket as a reflection of your shift
Required skills
Customer Service
Benefits & perks
Health & Wellness, Time off, In-Office Perks, Financial Benefits, Team Culture, Parental Leave