Customer Experience Analyst

[https://app.ashbyhq.com/api/images/user-content/a3ff9955-736e-4a64-a923-c3c42b253641/17b03131-be3b-4bb8-9ad9-dbafd99fd465/image.png] ABOUT BASIS Basis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world. We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale. Our investors include: Khosla Ventures (Keith Rabois & Vinod Khosla), Accel (Miles Clements), Google Ventures, Nat Friedman & Daniel Gross, Adam D'Angelo, Jeff Dean, Jack Altman, Noam Brown, Kyle Vogt, Amjad Masad, Clem Delangue and many other operators/technical leaders. "Basis is on the frontier of building production-grade, long-horizon agents. They've pushed the limits of what we thought our models could do on real-world, economically valuable, complex accounting tasks. They've been a great collaborator in helping us shape what the future of agents looks like." — Prashant Mital, Applied AI Lead, OpenAI ABOUT THE ROLE Basis is deployed with the top accounting firms in the country, and our customer base is growing fast. Our customers love what we've built with them — but as with any product, they naturally have questions. As ticket volume scales, we need someone who 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 Deployed Intelligence when escalation is needed. You'll come in as one of the first dedicated customer experience hires at Basis. You'll be our customers' first line of defense, and you'll build the playbooks and knowledge base that scale support as our customer base grows. You'll be the person who turns every support conversation into a signal that makes Basis better, and the partner who flags emerging issues to Deployed Intelligence and engineering before they become bigger problems. This is an opportunity to define what customer experience looks like at an AI-native company. WHAT YOU'LL DO - Be Basis's first line of defense for customer questions. Triage and resolve tickets across different methods of communication, set the quality bar, and manage the customer experience end-to-end. - Create and maintain Basis's customer-facing knowledge base. Turn repeated questions into help articles, runbooks, and macros that compound over time. - Capture, tag, and document customer satisfaction. Route customer signal back to Deployed Intelligence. Tag tickets to themes, surface trends weekly, and make sure issues never sit unresolved. - Develop deep product expertise. Stay ahead of every Basis ship so you can resolve issues faster than anyone and help customers get more value from agents the day they go live. WHAT YOU'LL BRING - A pattern-recognition and documentation instinct. You naturally turn repeated questions into scalable knowledge base content and runbooks that other people can use. - Excellent written communicator. Crisp, clear, professional, and warm in async channels. You write responses customers actually want to read. - Comfort with technical adjacency. You can read technical error messages, navigate logs, and debug an integration without needing engineering translation. - Bias to action and ownership. You move first, ask later, and bring back results that are better than what was asked of you. - High attention to detail. Our customers are accountants — they will notice every typo, off-by-one, and unclear instruction. - Sense of urgency. You treat every open ticket as a reflection of your shift BONUS IF YOU HAVE - Exposure to accounting, audit, or finance workflows — directly or as a customer-facing Support person at a tool that serves them. WHAT WE LOOK FOR - Builder. Energized by creating the playbook of a function that doesn't exist yet. You don't wait for an assignment. - Pace. Basis ships fast. You keep up, hold the quality bar, and never use "things are moving quickly" as a reason something fell through the cracks. - Hands-on by preference. You'd rather personally resolve a hard ticket than delegate it. - Customer empathy. You see every ticket as an opportunity to deepen trust with someone whose job depends on getting the numbers right. - In-office. You prefer shouting across a room over a Slack message. This role is full-time in-office at our NYC HQ. BENEFITS AT BASIS We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being: - Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health. - Time off: Unlimited PTO + 12 paid company holidays. - In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup. - Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan - Team Culture: Monthly office activities and frequent optional team happy hours. - Parental Leave