Member Experience Specialist, Phone Support
About The Role
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.
What You'll Do
- 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.
About The Team
The Member Experience team is the face of Base to our members—and the voice of our members back to Base. We’re deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what’s working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.