Customer Experience Associate

About the role

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. 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, manage key questions, turn answers into documentation our agents learn from, and build 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.

Responsibilities

• Be Basis's first line of defense, owning customer interactions across Slack, email, and chat; ask the right questions, investigate, resolve when possible, and escalate as needed.
• Turn resolved answers into documentation, help articles, and runbooks for the agents.
• Structure and tag ticket data, build reporting, run analysis, and present insights to leadership.
• Develop deep product expertise by staying ahead of every Basis product update.

Requirements

• 2–4 years in an analytical role such as management consulting, investment banking, or an operating role at a high‑growth startup.
• Experience multitasking, handling large amounts of data, and producing clear deliverables.
• Excellent written communication and storytelling ability; craft responses customers want to read and memos leadership acts on.
• Comfort with technical adjacency: read error messages, navigate logs, and debug integrations without needing engineering translation.
• High adoption of AI in daily work, with informed opinions on its strengths and limitations.
• High attention to detail, especially for accounting‑focused customers.
• Bonus: exposure to accounting, audit, or finance workflows.
• Bonus: proficiency with SQL or any query language for analyzing structured data.

What We Look For

• Builder mindset – energized by creating a playbook for a function that doesn’t yet exist.
• First‑principles reasoning – willing to question assumptions and design net‑new capabilities.
• Hands‑on approach – prefers personally resolving hard tickets rather than delegating.
• Customer empathy – sees each ticket as an opportunity to deepen trust.
• In‑office preference – enjoys face‑to‑face collaboration over Slack.
• Full‑time, in‑office at our NYC HQ; not a 9‑5 role, with a generous compensation philosophy.

Benefits

• Premium medical, dental, and vision coverage; life insurance; 6 coaching and 6 therapy sessions through Spring Health.
• 100% coverage of Wellhub Gold membership (access to gyms like Lifetime, SoulCycle, NYSC, and wellness apps such as Strava & Headspace).
• Unlimited PTO plus 12 paid company holidays.
• Daily meal stipends, fully stocked kitchen, and $300 toward a custom desk setup.
• Pre‑tax commuter benefits and 401(k) retirement plan.
• Monthly office activities and optional team happy hours.
• Parental leave.