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About the Role

This role sits at the intersection of copywriting, lifecycle strategy, and member education, owning the post-sale member experience. The goal is to ensure members never regret their decision to join Base by proactively addressing questions, guiding them through onboarding and installation, and deepening their engagement with their Base system. This position offers the opportunity to fix recurring issues permanently rather than addressing them one ticket at a time, and is ideal for individuals who enjoy writing, operations, systems thinking, and building a category-defining product.

Responsibilities

Build, maintain, and continuously improve a self-serve knowledge base to proactively answer member questions and reduce inbound contact volume.
Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
Own all in-product content, including tooltips, notifications, explanations, and educational prompts, to ensure members understand their system and its importance.
Translate complex energy concepts into clear, understandable language for homeowners.
Map the full post-sale member journey to identify opportunities for proactive communication that reduces friction, answers questions, and builds confidence.
Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to improve performance.
Collaborate with Member Experience, Design, Ops, and Engineering to ensure content aligns with member behavior and product reality.

Requirements

3–7+ years in customer support, customer experience, content strategy, communication, customer education, or a similar function at a fast-paced consumer company.
Direct experience owning a customer's end-to-end experience.
Exceptional copywriting skills with the ability to simplify complex information and make content engaging.
Hands-on experience building and optimizing lifecycle journeys in various tools.
A data-driven mindset with the ability to define success metrics and measure performance.
Strong organizational skills, including managing content backlogs, version control, change logs, and maintaining a Help Center.
Ability to operate cross-functionally and maintain a high standard of quality across all member touchpoints.
Comfort with both strategic planning and hands-on execution, including auditing communication sequences and presenting content strategies.
Willingness to adapt to evolving priorities in a startup environment.

Skills

Copywriting
Lifecycle Strategy
Member Education
Customer Support
Customer Experience
Content Strategy
Communication
Systems Thinking
Operations
Data Analysis
CRM
Automation Platforms

Location

Onsite

Work Type

Full-time

Experience Level

Mid-level
Senior-level

About the Company

Base is America’s next-generation power company focused on rebuilding the foundation of electricity by deploying distributed batteries to create a resilient and abundant system.
The company is composed of engineers, operators, and creatives tackling complex, interdisciplinary challenges.
Base is a startup where priorities shift and evolve quickly.