Customer Experience Specialist
Basis Set Ventures (Basis Set) is an AI-native venture capital fund founded in 2017 that invests in early-stage AI companies, positioning itself as the first capital for founders. The firm backs startups across automated workflows, autonomy, intelligent collaboration, and scalable infrastructure, serving early-stage AI founders and startups as its typical clients.
About Basis Set Ventures
Basis Set Ventures is an AI-native venture fund founded in 2017, built on the science of minds and machines, that recently announced its $250M Fund IV. The firm positions itself as the first institutional capital for founders and provides hands-on, 24/7 'founder concierge' support, acting as its portfolio companies' first customer, sales rep, bug reporter, and recruiter. It invests in AI-first startups spanning categories such as automated workflows, autonomy, intelligent collaboration, and scalable infrastructure, with portfolio companies including Quince, Cusp, Path Robotics, OpenArt, Entire, Tigris Data, Mem0, Vizcom, Simular, and Sakana. Basis Set also publishes original research and perspectives on topics like trucking operations, global customs, maritime transport, real estate, agriculture, and AI agent infrastructure, and runs a Basis Set AI Fellows program for individuals to work on hard problems within the firm and its portfolio companies. Its typical clients are early-stage, AI-native startup founders across a range of industries including consumer, infrastructure, robotics, and enterprise software.
Skills
About the Role
You'll be the human heartbeat behind Quince, connecting with customers across chat, email, phone, and social channels. You will own each customer interaction from start to finish, resolving issues with empathy and turning challenges into positive experiences. You'll navigate support tools efficiently while keeping a human touch, share insights and recurring patterns to help improve the customer experience, and become a product expert so you can guide customers authentically. You'll be measured on customer satisfaction, first-contact resolution, quality scores, and meeting service level agreements, while contributing actionable improvements each month.
Requirements
- High School diploma or GED
- Minimum 4 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)
Responsibilities
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence
- Resolve issues with empathy, turning challenges into positive experiences
- Navigate tools efficiently while keeping the human touch
- Share insights and recurring patterns to help improve the experience
- Become a product expert to guide customers authentically
Benefits
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Medical, dental, vision, life, disability, 401(k), and more
- Referral bonuses of up to $1,000
- Up to $1,000/month performance bonus