Trust & Safety Lead

Base Power Company • Austin, TX

1d • Onsite

About The Position

As part of Base's Member Experience team, this role will own a critical business function: ensuring the quality of Base's members as the company scales, with the goals of minimizing delinquency and preventing fraud. The individual will lead the strategy, operations, systems, and day-to-day execution behind the billing and payments lifecycle, balancing member experience, risk management, and profitability. This role will drive initiatives to improve the membership portfolio's quality and compliance, while fostering member trust.

Requirements

• 4-8 years of experience in billing, payments, or risk management - ideally within energy, utilities, fintech, or a similarly regulated consumer industry.
• Equally comfortable defining high-level strategy and getting in the weeds — you can design the vision, build the dashboards and tools, and execute the day-to-day work yourself.
• Efficient and effective at managing and optimizing operational queues.
• Exceptionally organized, with a bias for documentation, dashboards, and process clarity.
• Skilled at balancing business priorities, regulatory compliance, and customer experience.
• Comfortable working cross-functionally with operations, engineering, finance, accounting, and compliance.
• Data-driven and detail-oriented — you trust metrics as much as you trust good judgment.

Responsibilities

• Oversee timely enforcement of non-payments and ensure members remain in good standing.
• Define and run the process for collections, billing exceptions, disputes & chargebacks, payment plans & exceptions, disconnections & reconnections, and escalations to resolve billing issues.
• Oversee operational processes such as credit checking and identity verification, partnering closely with Software Engineering.
• Partner with Finance and Compliance to define and maintain clear business processes, policies, and controls that impact profitability and compliance with regulatory requirements.
• Create and maintain reporting to monitor operational KPIs and health across the payments & risk lifecycle.

What This Job Offers

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