Customer Support Associate

About Basis

Basis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world.

We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale.

Our investors include: Khosla Ventures (Keith Rabois & Vinod Khosla), Accel (Miles Clements), Google Ventures, Nat Friedman & Daniel Gross, Adam D'Angelo, Jeff Dean, Jack Altman, Noam Brown, Kyle Vogt, Amjad Masad, Clem Delangue and many other operators/technical leaders.

"Basis is on the frontier of building production-grade, long-horizon agents. They've pushed the limits of what we thought our models could do on real-world, economically valuable, complex accounting tasks. They've been a great collaborator in helping us shape what the future of agents looks like." — Prashant Mital, Applied AI Lead, OpenAI

About the role

Basis is deployed at top accounting firms in the country, and our customer base is growing fast. As ticket volume scales, we need a great team on the front line: the first voice customers hear, the person who resolves most issues on the spot, and the connective tissue back to Product and Engineering. This is not script-based support. You'll triage, investigate, and make judgment calls all day, on a product that changes every week.

What you'll do

• Be Basis's first line of defense. Handle tickets across Slack, email, and chat throughout the day. Ask the right questions up front, investigate, resolve what you can, and escalate the rest with clear steps to reproduce the issue.

• Own tickets end-to-end. Follow up until it's resolved, never leave a customer waiting, and juggle many open issues simultaneously.

• Develop deep product expertise. Understand how Basis works across CAS, Tax, Audit, and In-house accounting, and stay ahead of every product update so you become an expert within the company.

• Turn answers into documentation our agents can use. Resolved questions become help articles and runbooks so our agents are well equipped to support our customers. Fix gaps yourself rather than just flagging them.

• Be the analytical backstop on trends. Structure and tag ticket data, flag recurring issues to Product and leadership, and ask why a problem happened so it doesn't happen again.

What you'll bring

• High adoption of AI in your day-to-day. You already use AI to do your own job, can show real examples, and have real opinions about where it works and where it doesn't.

• Excellent written communicator. Written responses customers can understand and engage with.

• Comfort with technical adjacency. Read error messages, navigate logs, and debug an integration without needing engineering to translate.

• High attention to detail. Our customers are accountants who will notice typos and unclear instructions.

• 1+ years in a customer-facing or operating role. Experience multi-tasking and managing many open issues at once.

Bonus if you have

• Exposure to accounting, audit, or finance workflows

• Experience building simple automations with AI tools

• Experience at a high-growth startup

What we look for

• Hands-on. You'd rather personally resolve a hard ticket than delegate it.

• First-principles thinker. You question assumptions instead of inheriting them.

• Customer empathy. Every ticket is a chance to build trust with someone whose job depends on getting the numbers right.

• Schedule & Shift Bidding - Technical Support work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM EST, and your shift will likely include a weekend day (either Sun–Thu or Tue–Sat). Analysts also cover 2–3 company holidays per year on a rotating basis. Basis’ customers operate on financial deadlines that don't pause.

Why this role

• Work directly with Product and Engineering from day one

• AI tooling built into how you work

• Room to grow within CX or move into other functions
  

Benefits at Basis

We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:

• Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.

  • Basis will cover 100% of your Wellhub Gold membership.

  • Wellhub gives you access to gyms like Lifetime, SoulCycle, NYSC and so many more - as well as access to wellness apps like Strava & Headspace!

• Time off: Unlimited PTO + 12 paid company holidays.

• In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.

• Financial Benefits: Pre-tax commuter benefits and 401(k) retirement plan

• Team Culture: Monthly office activities and frequent optional team happy hours.

• Parental Support: Access to Carrot Fertility and paid parental leave.