Support Operations

Base is America’s next-generation power company. We’re rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system. We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time.

Members count on us to be there when they need help. Your job is to make sure they need it less often, and that when they do, it goes well.

You'll know when contact volume is about to spike, where performance is slipping, and why members are reaching out in the first place—because you own the data behind all of it. And when you find the cause, you're the one who fixes it, whatever form that takes: a staffing change, a new process, better tooling, or clearer information reaching members before they ever need to ask. The insight and the fix live with the same person.

If you love digging into data, building systems that scale, and care about getting the details right for the people on the other end of them, this role is for you.

• Understand support performance end to end—track it closely, catch problems early, and act fast when something's at risk.

• Forecast what the team will need to handle what's coming, and make sure staffing and capacity keep pace.

• Build the reporting and tooling that give you and leadership real visibility into how support is actually performing.

• Find the root cause behind recurring issues, then fix it—not just the symptom in front of you.

• Own the information and communication members rely on before, during, and after they need help, and keep improving it based on what the data tells you.

• Work closely with Product, Engineering, and Ops to close gaps wherever they show up, regardless of which team technically owns the fix.

• Hold the whole operation accountable to the metrics that actually matter to members, not just the ones that are easiest to report.

   

• 4–8+ years in a role that combined analytical rigor with direct ownership of a customer- or member-facing function—support, operations, content, or something adjacent.

• Strong ability to work with data—comfortable building your own models, dashboards, and forecasts from scratch, not just reading someone else's.

• Strong writing and communication instincts—you can make something complicated simple, clearly, and for a general audience.

• Experience owning the tools and systems a team depends on—you've shaped how they're used, not just used them.

• A bias toward root cause over triage—you'd rather fix why something keeps happening than get faster at handling it.

• Comfort operating where infrastructure is still being built—you build the systems, not just work within them.

• Ability to move fluidly between deep analysis and hands-on execution, and to explain either one clearly to leadership.

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.

Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.

• First Principles Thinking: Question assumptions. Principles > rules.

• Operate at Base Pace: Focus on what matters, act quickly, and learn by doing.

• Give & Get Feedback: Be direct, be humble, and maintain a growth mindset.

• Everyone’s an Owner: Follow through on commitments and own results.

• Strong Opinions, Loosely Held: Drive clarity and make calls with imperfect information.

• Committed to the Mission: Rebuilding the grid is a big challenge. We work hard because we care deeply about the impact we’re creating. We work in-person. It’s not a 9-to-5. We are all-in.

• Fun & Optimism Coexist with Grit: Collaboration and celebration coincide with the intensity of building real things.