Customer Experience Associate

Basis AI•New York, NY

47d•$70,000 - $110,000•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.