Customer Experience Associate

About the Role

Basis is deployed at top accounting firms in the country, and our customer base is growing fast. Our customers love what we've built with them. But as with any product, they have questions around how to best leverage Basis. As ticket volume scales, we need a team that is the first voice our customers hear when they have a question, the connective tissue back to our product team, and a key partner to the rest of the Deployed Intelligence function when escalation is needed.

You will own the customer experience end-to-end. You'll be the person who manages key questions, turns answers into documentation our agents learn from, and builds insights across thousands of tickets to tell the company what is happening with our customers. This is an opportunity to define what customer experience looks like at an AI-native company.

What You'll Do

• Be Basis's first line of defense. Own customer across Slack, email, and chat. Ask the right questions up front, investigate, resolve what you can, and escalate where needed.
• Turn answers into documentation our agents can use. Resolved questions become help articles and runbooks so our agents are well equipped to support our customers.
• Be the analytical backstop on trends. Structure and tag the ticket data, then use it to answer questions across the business. You'll build the reporting, run the analysis, and present it to leadership.
• Develop deep product expertise. Stay ahead of every Basis product update so you can become an expert within the company.

What You'll Bring

• 2-4 years in an analytical role. Management consulting, investment banking, or an operating role at a high-growth startup. Experience multi-tasking, handling copious amounts of data, and building clear deliverables
• Excellent written communicator and storyteller. Written responses customers want to read, and memos leadership acts on.
• Comfort with technical adjacency. Read technical error messages, navigate logs, and debug an integration without needing engineering to translate.
• High adoption of AI in your day-to-day. You already use AI to do your own job, and you have real opinions about where it works and where it doesn't.
• High attention to detail. Our customers are accountants who will notice typos and unclear instructions.

Bonus If You Have

• Exposure to accounting, audit, or finance workflows.
• SQL or any query language to analyze structured data.

What We Look for

• Builder. Energized by creating the playbook of a function that doesn't exist yet.
• First principles reasoner. We are building net-new capabilities, so assumptions need to be questioned rather than inherited from what worked somewhere else.
• Hands-on by preference. You'd rather personally resolve a hard ticket than delegate it.
• Customer empathy. You see every ticket as an opportunity to deepen trust with someone whose job depends on getting the numbers right.
• In-office. You prefer shouting across a room over a Slack message. This role is full-time in-office at our NYC HQ.
• All-in. This is not a 9-5. We have a massive opportunity ahead of us and are looking to further accelerate our velocity. We are optimizing for the best folks and are happy to compensate generously.

Benefits at Basis

We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.
• Basis will cover 100% of your Wellhub Gold membership.
• Wellhub gives you access to gyms like Lifetime, SoulCycle, NYSC and so many more - as well as access to wellness apps like Strava & Headspace!
• Time off: Unlimited PTO + 12 paid company holidays.
• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.
• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan
• Team Culture: Monthly office activities and frequent optional team happy hours.
• Parental Leave