Head of Member Success

Location: Remote/In-Person

The Role: We’re searching for a dynamic and service-driven Head of Member Success to lead the delivery of exceptional member experiences across all touchpoints. As the Head of Member Success, you will oversee the resolution of member inquiries via phone and email, ensuring that every interaction meets the gold-class standard. You will manage and develop a team of Member Success Agents, driving them to provide seamless support and exceed member expectations. Your strategic leadership will shape the future of Member Success at Base, optimizing processes and delivering insights that enhance both service quality and overall member satisfaction.

Your responsibilities include…

• Member Success Strategy: Lead the development and execution of the Member Success program, ensuring that all processes and strategies align with Base’s commitment to delivering gold-class service.

• Handling Inquiries: Oversee the resolution of member inquiries via phone and email, ensuring a seamless and positive experience that reflects the high standards of Base.

• Service Excellence: Drive your team to uphold and exceed service expectations, fostering a culture of excellence in every interaction with members.

• Team Leadership: Manage and mentor a dedicated team of Member Success Agents, providing ongoing coaching and support to help them deliver top-tier service.

• Process Optimization: Continuously evaluate and improve the efficiency of support operations, ensuring members receive timely, high-quality assistance at every touchpoint.

• Member Insights: Regularly analyze member feedback and gather insights to drive service improvements, contributing to the evolution of Base’s offerings to better serve our community.

A typical day could look like…

Member Inquiry Management: Start your day by diving into member inquiries, responding to questions and resolving issues via phone and email. You'll focus on delivering timely, gold-class service, ensuring that every member interaction reflects Base’s elevated standards. Expect to spend a few hours handling escalated concerns, coordinating with your team, and ensuring members feel valued and heard.

Team Check-ins & Issue Resolution: You'll meet with your Member Success Agents to review any complex or ongoing member issues. You'll provide guidance, discuss strategies for handling difficult situations, and ensure that your team is equipped to deliver seamless support across all member touchpoints.

Service Optimization: In the early afternoon, you shift focus to refining internal processes. This may include reviewing performance metrics, identifying areas for improvement, and implementing strategies to optimize efficiency. Your goal is to enhance the member experience and maintain Base’s reputation for gold-class service.

On-the-Ground Support: As the day progresses, you might step in to assist with high-priority member events or inquiries. Whether it’s troubleshooting a last-minute issue or liaising with the event team to ensure everything is running smoothly, you’ll be deeply involved in ensuring member satisfaction.

Member Engagement: Between team management and support operations, you’ll take time to engage directly with members, either over the phone or through scheduled calls. Listening to their feedback, understanding their needs, and gathering insights will be key to continuously improving the Member Success program and aligning it with Base’s high standards.

Late-Night Follow-ups: After a busy day, you’ll often wrap up with late-night follow-ups, responding to member emails or reviewing your team’s performance. Whether it’s prepping for tomorrow or ensuring that members receive timely responses, the fast-paced nature of the role often stretches into evenings or weekends to meet the demands of a premium, service-driven business.

On a weekly basis, this could include…

Team Strategy Meetings: Leading a team huddle to review performance metrics, set goals, and strategize on how to improve member support. You’ll discuss ongoing issues, review member feedback, and ensure the team is aligned with Base’s service standards.

High-Level Member Issue Resolution: Personally handling complex or escalated member concerns that require higher-level decision-making, ensuring that all interactions are resolved in a timely and satisfactory manner.

Performance Reviews: Conducting one-on-one check-ins with your Member Success Agents to provide feedback, discuss development opportunities, and track progress on key performance indicators.

Process Improvement Initiatives: Identifying and implementing improvements to streamline member inquiry handling, reduce response times, and enhance overall service quality. This may involve refining workflows or introducing new tools to boost efficiency.

Cross-Department Collaboration: Meeting with teams across Base, including Product, Events, and Operations, to ensure that member insights are incorporated into broader company strategies and that all departments are aligned in delivering an exceptional member experience.

Member Satisfaction Audits: Analyzing data from member interactions and feedback surveys to track satisfaction levels, identify trends, and address areas for improvement in the Member Success program.

Training and Development: Hosting training sessions for your team to sharpen their skills, introduce new service techniques, and ensure they are fully equipped to handle the evolving needs of Base members.

You are perfect for this role if…

You are a service-driven leader who knows how to balance strategic oversight with day-to-day execution. You excel in a fast-paced, high-expectation environment and are always seeking ways to enhance the member experience and elevate service standards. You are:

• Service-Oriented: You have a passion for delivering top-tier customer service and know how to inspire and lead a team to do the same.

• An Excellent Communicator: Whether it’s via phone, email, or in-person, your communication skills are exceptional. You can handle tough situations with grace and ensure members always feel heard and valued.

• A Problem Solver: You take pride in resolving issues quickly and effectively, always looking for proactive solutions that leave members satisfied.

• Collaborative: You enjoy working cross-functionally, partnering with teams across the organization to ensure member insights shape the direction of Base’s services and product offerings.

We’d love it if you have…

• Leadership Experience: Proven track record of managing and developing high-performing customer success or support teams.

• Customer Service Expertise: A strong background (at least 5 years) in delivering top-tier service in a high-end, membership-based, or luxury environment.

• Process Improvement Mindset: Experience streamlining operations and optimizing workflows to enhance efficiency and member satisfaction.

• Industry Standards: Familiarity with customer service platforms and industry-standard tools such as CRM systems, ticketing software, and communication platforms.

You’ll love working at Base because…

At Base, we offer more than just a job; we offer the opportunity to be part of something special that is changing how people experience their cities. When you join us, you’ll enjoy:

• Impactful Work: Play a direct role in shaping the member experience across cities and creating a community around luxury and quality.

• Collaborative Culture: Work closely with a passionate team dedicated to pushing boundaries and delivering top-tier experiences.

• Learning & Growth: Opportunities for professional development, mentorship, and growth as we continue to expand into new markets.

In this role, you should expect to be offered:

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

• Bonus eligibility based on Member feedback and retention

• Meaningful equity

• Medical & Dental Insurance

• Other perks focused on growth and development

As the Head of Member Success, you will lead the charge in delivering exceptional service to our community of Members, ensuring their needs are met with gold-class support. If you excel at building and leading high-performing teams, are a strategic thinker with a focus on process improvement, and have a passion for enhancing premium member experiences, we’d love to hear from you!