Member Experience Operations, Content Strategy

About the Role

This is not a traditional content role. You'll sit at the intersection of copywriting, lifecycle strategy, and member education-owning the post-sale experience from the moment someone signs with Base through years of membership.

Our members make a meaningful commitment when they join Base. Your job is to make sure they never regret it. That means getting ahead of their questions before they have them, guiding them through onboarding and installation with clarity, and continuously deepening their understanding of and engagement with their Base system. You'll own the Help Center, all automated communications sequences, and every word members read in the app and dashboard.

If you've worked in support, customer success, or member experience and you're tired of solving the same problem one ticket at a time - this role lets you fix it for everyone, permanently. Writing is part of the job, not the whole job.

If you love writing, operations, systems thinking, and building something category-defining from the ground up, this role is for you.

Done well, this role directly reduces contact volume, increases net promoter score, drives app engagement, and keeps members for life.

What You'll Do

• Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume.
• Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
• Own all in-product content-tooltips, notifications, explanations, and educational prompts-ensuring members always know what's happening with their system and why it matters.
• Translate complex energy concepts into clear, friendly language that any homeowner can understand.
• Map the full post-sale member journey and identify moments where proactive communication can reduce friction, answer questions, and build confidence.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance.
• Collaborate with Member Experience, Design, Ops, and Engineering to ensure content reflects real member behavior and product reality.

What You'll Bring

• 3-7+ years in customer support, customer experience, content strategy, communication, customer education, or a similar function at a fast-paced consumer company.
• Direct experience owning a customer's end-to-end experience - you know where things break down because you've seen it firsthand, not just measured it in a dashboard.
• Exceptional copywriting skills-you make complicated things simple and dry things interesting.
• Hands-on experience building and optimizing lifecycle journeys in various tools.
• A data-driven mindset: you define success metrics before you start, and you know how to measure what's working.
• Strong organizational instincts-you can manage a content backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything.
• Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint.
• Comfort being both strategic and hands-on-you're just as comfortable auditing a comms sequence as you are presenting a content strategy to leadership.