Customer Experience Analyst
Serve as first line of defense for customer questions at an AI accounting agent company. Triage/resolve tickets, build knowledge base and runbooks, route product feedback to engineering, and turn support signals into product improvements.
About the job
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
- 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.
Skills
Knowledge Base Management, Technical Debugging, Customer Ticketing, Trend Analysis, Documentation, Log Navigation, Integration Debugging, Customer Empathy
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