Business Analytics, Member Experience

• Own SLA and response time performance across all support channels, tracking daily and implementing real-time changes when at risk.
• Build and maintain workforce models: forecast inbound volume, predict staffing needs, flag capacity gaps, and own shift structure and scheduling.
• Design and maintain the full operational reporting suite—queue health, agent productivity, handle time, first contact resolution, backlog aging—and build dashboards for real-time visibility.
• Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements upstream with Product and Ops.

By optimizing the Member Experience team's operations, you ensure that Base's customers receive timely, reliable support, which is critical for building trust in the next-generation power grid. Your data-driven decisions directly improve service quality and operational efficiency, contributing to a resilient and abundant energy system.

• 4–8+ years in data analytics, data science, workforce management, or operations for a frontline, queue-based team.
• Strong analytical proficiency—SQL, BI tools, and the ability to build your own models, dashboards, and forecasts from scratch.
• Workforce management fundamentals: staffing models, shrinkage, volume forecasting across channels.
• Experience owning and administering support platforms—understanding how the data inside them works and shaping how the tools are used.

Base is a startup with a mission-driven culture. Benefits include working in-person, a collaborative environment, and the opportunity to do impactful work rebuilding the grid. Specific compensation details are not mentioned.

Base is America’s next-generation power company, rebuilding the foundation of modern civilization by deploying a vast network of distributed batteries to transform today’s fragile, centralized grid into a resilient and abundant system.