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About the Role
Basis is deployed at top accounting firms, and our customer base is growing fast. 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. You will own the customer experience end-to-end, manage key questions, turn answers into documentation, and build insights across thousands of tickets to inform the company about customer trends. This is an opportunity to define customer experience at an AI-native company.
Responsibilities
- Be Basis's first line of defense, owning customer interactions across Slack, email, and chat.
- Investigate and resolve customer issues, escalating when necessary.
- Turn resolved questions into help articles and runbooks for agents.
- Structure and tag ticket data to analyze trends and answer business questions.
- Build reporting, run analysis, and present findings to leadership.
- Develop deep product expertise and stay ahead of all product updates.
Requirements
- 2-4 years in an analytical role (management consulting, investment banking, or operating role at a high-growth startup).
- Experience multi-tasking, handling copious amounts of data, and building clear deliverables.
- Excellent written communication and storytelling skills.
- Comfort with technical adjacency, including reading technical error messages, navigating logs, and debugging integrations.
- High adoption of AI in day-to-day work with informed opinions on its effectiveness.
- High attention to detail, as customers (accountants) will notice inaccuracies.
Skills
- Customer support
- Documentation creation
- Data analysis
- Reporting
- Product expertise
- Technical troubleshooting
- AI utilization
- Attention to detail
- Written communication
- Storytelling
Location
- NYC HQ
Work Type
- Full-time
- In-office
Experience Level
- 2-4 years
Benefits
- Premium Medical, Dental, and Vision coverage
- Life Insurance
- 6 coaching and 6 therapy sessions through Spring Health
- 100% Wellhub Gold membership coverage (access to gyms and wellness apps)
- Unlimited PTO
- 12 paid company holidays
- Daily meal stipends
- Fully stocked kitchen
- $300 toward custom desk setup
- Pre-tax commuter benefits
- 401(k) retirement plan
- Monthly office activities
- Frequent optional team happy hours
- Parental Leave
About the Company
- Basis builds real agents that do real work in the real economy, operating for hours at a time to perform end-to-end work for large accounting firms.
- The company recently raised $100M at a >$1B valuation and is focused on deploying advanced applied ML at production scale.
- Investors include Khosla Ventures, Accel, Google Ventures, and numerous other prominent figures in the tech industry.
- OpenAI's Applied AI Lead, Prashant Mital, notes Basis is on the frontier of building production-grade, long-horizon agents and has pushed the limits of models on complex accounting tasks.