Basis AI
Customer Experience Analyst
New York Office · Full-time
Sponsorship not specifiedDetected 8 days ago
Machine LearningAccountingValuationCommunication
About the role
- Basis is deployed with the 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 naturally have questions.
- You'll come in as one of the first dedicated customer experience hires at Basis.
Responsibilities
- 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.
- Exposure to accounting, audit, or finance workflows - directly or as a customer-facing Support person at a tool that serves them.
- Triage and resolve tickets across different methods of communication, set the quality bar, and manage the customer experience end-to-end.
Requirements
- Comfort with technical adjacency.
- You can read technical error messages, navigate logs, and debug an integration without needing engineering translation.
Benefits
- Pre-tax commuter benefits and 401(k) retirement plan
- Parental Leave
- Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.
- Unlimited PTO + 12 paid company holidays.
Company info
- As ticket volume scales, we need someone who 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 Deployed Intelligence when escalation is needed.
- This is an opportunity to define what customer experience looks like at an AI-native company.
- Excellent written communicator. Crisp, clear, professional, and warm in async channels. You write responses customers actually want to read.
- High attention to detail. Our customers are accountants - they will notice every typo, off-by-one, and unclear instruction.
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This listing is sourced directly from Basis AI's careers page and normalized into a canonical job model.