Basis AI The Customer Experience Associate at Basis AI will manage customer interactions and transform answers into documentation for AI agents. The role includes analyzing ticket data to provide insights and developing deep product expertise.
Responsibilities
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. But as with any product, they have questions around how to best leverage Basis. 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.
Be Basis's first line of defense. Own customer across Slack, email, and chat. Ask the right questions up front, investigate, resolve what you can, and escalate where needed.
Turn answers into documentation our agents can use. Resolved questions become help articles and runbooks so our agents are well equipped to support our customers.
Be the analytical backstop on trends. Structure and tag the ticket data, then use it to answer questions across the business. You'll build the reporting, run the analysis, and present it to leadership.
Develop deep product expertise. Stay ahead of every Basis product update so you can become an expert within the company.
What you'll bring
2-4 years in an analytical role. Management consulting, investment banking, or an operating role at a high-growth startup. Experience multi-tasking, handling copious amounts of data, and building clear deliverables
Excellent written communicator and storyteller. Written responses customers want to read, and memos leadership acts on.
Comfort with technical adjacency. Read technical error messages, navigate logs, and debug an integration without needing engineering to translate.
High adoption of AI in your day-to-day. You already use AI to do your own job, and you have real opinions about where it works and where it doesn't.
High attention to detail. Our customers are accountants who will notice typos and unclear instructions.
Bonus if you have
Qualification
2-4 years in an analytical roleExperience multi-tasking
Required
2-4 years in an analytical role
Experience multi-tasking, handling copious amounts of data, and building clear deliverables
Excellent written communication and storytelling skills
Comfort with technical adjacency including reading error messages, navigating logs, and debugging integrations
