Base Power Company

Base Power Company

Member Operations Analytics

Austin, TX

Sponsorship not specifiedDetected 14 days ago
SQLData AnalysisData ScienceForecastingLeadershipCollaboration

About the role

  • Our members count on us to be there when they need help.
  • That means knowing when contact volume is about to spike, where queue performance is slipping, why handle times are climbing, what members are reaching out about, and what it will take to staff the team six months from now.
  • The Member Experience team is the face of Base to our members-and the voice of our members back to Base.

Responsibilities

  • Own SLA and response time performance across all support channels-track it daily, implement real-time changes when it's at risk, and diagnose root causes when targets are missed.
  • Build and maintain workforce models: forecast inbound volume, predict staffing needs, flag capacity gaps, and own shift structure and scheduling.
  • Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements upstream with Product and Ops.
  • Partner with engineering on the tool stack-administer support platforms, evaluate new tooling, and make the case for changes when a gap is hurting FCR or resolution time.
  • Experience owning and administering support platforms-you understand how the data inside them works and have shaped how the tools are used, not just used them yourself.
  • Comfort operating where infrastructure is still being built-you create the systems, not just consume them.

Requirements

  • Ability to translate complex analysis into clear recommendations a non-analyst can act on and a leader can decide from.
  • Strong analytical proficiency-SQL, BI tools, and the ability to build your own models, dashboards, and forecasts from scratch.
  • We're deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects.

Benefits

  • Design and maintain the full operational reporting suite-queue health, agent productivity, handle time, first contact resolution, backlog aging-and build dashboards that give leads and leadership real-time visibility.

Company info

  • Base is America's next-generation power company.
  • We're rebuilding the foundation of modern civilization-electricity-by deploying a vast network of distributed batteries that is transforming today's fragile, centralized grid into a resilient and abundant system.
  • We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time.
  • By seeing firsthand what's working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next.
  • Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team.
  • Base is a startup, which means priorities shift and evolve quickly.
  • Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
  • Rebuilding the grid is a big challenge.
  • We work hard because we care deeply about the impact we're creating.
  • We work in-person.
  • It's not a 9-to-5.
  • We are all-in.
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This listing is sourced directly from Base Power Company's careers page and normalized into a canonical job model.