Member Experience Operations, Content Strategy

Base Power Company • Austin, TX

11d • Onsite

About The Position

Base is America’s next-generation power company, focused on deploying distributed batteries to create a resilient and abundant energy system. This role is a unique opportunity at the intersection of copywriting, lifecycle strategy, and member education, focusing on the post-sale member experience. The primary goal is to ensure members feel confident and engaged with their Base system from sign-up through years of membership. This involves proactively addressing member questions, guiding them through onboarding and installation, and deepening their understanding of the Base system. The role owns the Help Center, automated communication sequences, and all in-app and dashboard content for members. It offers a chance to solve recurring support issues systemically rather than ticket by ticket, appealing to those who enjoy writing, operations, systems thinking, and building a new category from the ground up. Success in this role will directly contribute to reduced contact volume, increased Net Promoter Score, enhanced app engagement, and long-term member retention.

Requirements

• 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.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed