Member Experience Specialist, Phone Support

Base Power Company • Austin, TX

4d • Onsite

About The Position

As part of our Member Experience team, you will be the first voice our members hear when they call in. You'll own our phone support queue, fielding live inbound calls and being the calm, knowledgeable presence that turns a frustrated member into a loyal one. This is a high-touch, high-volume role for someone who genuinely loves talking to people, thinks fast on their feet, and finds real satisfaction in solving problems in real time.

Requirements

• 1–5 years of experience in a phone-based support or customer service role.
• Exceptional verbal communication skills—clear, warm, and confident on every call.
• Ability to think quickly and stay composed under pressure, especially during high-volume periods or difficult conversations.
• Strong listening skills with a genuine ability to make people feel heard.
• Comfort with ambiguity and fast context-switching across different member issues and product areas.
• Natural instinct to de-escalate tense situations and turn friction into trust.
• Tech savvy, with the ability to navigate support tools and systems while staying fully present in a conversation.
• Attention to detail when logging interactions and following up on open issues.

Responsibilities

• Own the inbound phone queue—answer live member calls promptly, professionally, and with genuine warmth.
• Triage issues quickly: assess what a member needs, determine urgency, and route or escalate appropriately.
• Troubleshoot and resolve member issues related to Base Power's products during the call whenever possible, minimizing handoffs and callbacks.
• Document every interaction accurately in our support tools so nothing falls through the cracks.
• Collaborate with the broader MX team to flag recurring call drivers and keep the team informed on what members are experiencing.
• Support new members during onboarding calls, ensuring they feel confident and set up for success from day one.

What This Job Offers

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