---
title: 'Customer Experience Associate at Basis AI'
canonical: 'https://feeny.ai/job/customer-experience-associate-basis-ai-new-york-8zy5ej6t9t0p'
type: 'job'
last_seen: '2026-09-16'
---

# Customer Experience Associate at Basis AI

- **Company:** Basis AI
- **Location:** New York, NY
- **Employment:** full-time
- **Posted:** 2026-09-14
- **Last confirmed live:** 2026-09-16
- **Apply:** https://jobs.ashbyhq.com/basis-ai/c093a58c-a675-475c-8c44-7ec16ca2359a

## Job description

## 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. Our customers love what we've built with them. But as with any product, they have questions around how to best leverage Basis. As ticket volume scales, we need a team that 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 the rest of the [Deployed Intelligence](https://www.getbasis.ai/blogs/introducing-deployed-intelligence) function when escalation is needed. You will own the customer experience end-to-end. You'll be the person who manages key questions, turns answers into documentation our agents learn from, and builds insights across thousands of tickets to tell the company what is happening with our customers. This is an opportunity to define what customer experience looks like at an AI-native company.

## What you'll do

- Be Basis's first line of defense. Own customer across Slack, email, and chat. Ask the right questions up front, investigate, resolve what you can, and escalate where needed.
- 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.
- Be the analytical backstop on trends. Structure and tag the ticket data, then use it to answer questions across the business. You'll build the reporting, run the analysis, and present it to leadership.
- Develop deep product expertise. Stay ahead of every Basis product update so you can become an expert within the company.

## What you'll bring

- 2-4 years in an analytical role. Management consulting, investment banking, or an operating role at a high-growth startup. Experience multi-tasking, handling copious amounts of data, and building clear deliverables
- Excellent written communicator and storyteller. Written responses customers want to read, and memos leadership acts on.
- Comfort with technical adjacency. Read technical error messages, navigate logs, and debug an integration without needing engineering to translate.
- High adoption of AI in your day-to-day. You already use AI to do your own job, and you have real opinions about where it works and where it doesn't.
- High attention to detail. Our customers are accountants who will notice typos and unclear instructions.

Bonus if you have

- Exposure to accounting, audit, or finance workflows.
- SQL or any query language to analyze structured data.

## What we look for

- Builder. Energized by creating the playbook of a function that doesn't exist yet.
- First principles reasoner. We are building net-new capabilities, so assumptions need to be questioned rather than inherited from what worked somewhere else.
- Hands-on by preference. You'd rather personally resolve a hard ticket than delegate it.
- Customer empathy. You see every ticket as an opportunity to deepen trust with someone whose job depends on getting the numbers right.
- In-office. You prefer shouting across a room over a Slack message. This role is full-time in-office at our NYC HQ.
- All-in. This is not a 9-5. We have a massive opportunity ahead of us and are looking to further accelerate our velocity. We are optimizing for the best folks and are happy to compensate generously.

## 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](https://wellhub.com/en-us/employees/?gad_source=1&gclid=CjwKCAjwy5rUBhB5EiwAIoAtCixehqvud1v9ahoeOFqYnuIiBWAVW73IQK_ysAVP8wl75ukUUW-myBoCDlcQAvD_BwE&utm_campaign=us_b2c_google-search-brand-plans-pricing-wellhub__el_con_ongoing_all_signup_0425&utm_content=181565584554&utm_id=22473088932&utm_medium=cpc&utm_source=google&utm_term=wellhub+gold+plan_801285082537) 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 Leave

## About Basis AI

## Company Overview
- **One-liner**: Basis AI builds autonomous AI agents that execute end-to-end accounting workflows for professional accounting firms.
- **Entity Type**: Private (Series B)
- **Headquarters**: New York, United States
- **Founded**: 2023
- **Founders**: Mitchell Troyanovsky (Co-Founder), Matt Harpe (CEO)

## Core Business
- **Primary industry/industries**: Accounting Technology, Artificial Intelligence, Enterprise SaaS
- **Target customers**: B2B — Top accounting firms in the United States (CAS, Tax, Audit, Advisory practices)
- **Mission or purpose statement**: "The next era of accounting" — transforming knowledge workers from doers into reviewers by deploying agents that autonomously complete work.

## Products & Services
- **Basis Platform**: An AI agent platform that runs in the background executing accounting workflows end-to-end. Core modules built for CAS, Tax, Audit, and Advisory practice areas. Agents conform to a firm’s standards, adapt to specific engagement context, and deliver finished work ready for review. Runs across cloud and on-premise accounting systems. [getbasis.ai](https://www.getbasis.ai/)

## Market Standing
- **Valuation/Market Cap**: $1.15 billion (post Series B in February 2026) [getbasis.ai/careers](https://www.getbasis.ai/careers)
- **Key Metric**: Total funding raised — $137.6 million (across 4 rounds: Seed, Series A, Series B) [linkedin.com](https://www.linkedin.com/company/get-basis-ai)
- **Notable Investors/Partners**: Accel (lead, Miles Clements), GV (Google Ventures), Khosla Ventures (Vinod Khosla and Keith Rabois), BoxGroup, Better Tomorrow Ventures, Avid Ventures, Lloyd Blankfein (former CEO Goldman Sachs, lead Series B), Adam D’Angelo (CEO Quora), Nat Friedman (former CEO GitHub), Jeff Dean (Chief Scientist Google DeepMind), Noam Brown (OpenAI o1 co-creator), Amjad Masad (CEO Replit), Eric Wu (CEO Opendoor), and many other prominent angel investors.
- **Growth Signals**: 253.7% year-over-year headcount growth (95 employees as of mid-2026, up from ~27 a year prior). Active in 10 countries. Expanded from CAS into Tax and Audit verticals. 26 active job postings as of mid-2026. [linkedin.com](https://www.linkedin.com/company/get-basis-ai)

## Competitive Advantages
- **Deep domain accuracy**: Built on foundational accounting principles, not a generic chatbot — agents understand the logic of the work itself and adapt to firm-specific standards.
- **End-to-end execution**: Agents run autonomously for hours, collaborating with accountants at key decision points, rather than just generating text suggestions.
- **Early market leadership**: Already deployed with the largest accounting firms in the country, with partners calling it the "most exciting new technology" they’ve seen in their careers.
- **Applied ML at scale**: Hundreds of agents behind every accountant, performing real, economically productive work for paying customers today. [getbasis.ai/about](https://www.getbasis.ai/about)

## Strategic Focus
- **Scaling across practice areas**: Expanding from CAS into Tax, Audit, and Advisory modules. A new "New Vertical" product design role is explicitly listed.
- **Building for a generational company**: "We believe the marginal cost of intelligence will trend toward zero… accounting is among the most important and foundational — and might happen the fastest." [getbasis.ai/about](https://www.getbasis.ai/about)
- **Deepening trust and governance**: Hiring Intelligence Architects and GRC specialists, indicating a focus on compliance, security, and enterprise-grade controls.
- **International expansion**: Already operating across 10 countries, with hires in Brazil, India, Argentina, and the UK. [linkedin.com](https://www.linkedin.com/company/get-basis-ai)

## Why Work Here
- **Culture & intensity**: "The whole team in one room. Not a lot of formal meetings, but interesting conversations happening constantly… The standards are high and the feedback is frequent. People here are kind and fun, but they also push each other to be better." [getbasis.ai/careers](https://www.getbasis.ai/careers)
- **Engineering-centric**: Technical roles account for ~20% of headcount. Operating principles emphasize clear thinking and are referenced every day. Whiteboards everywhere.
- **Perks**: Premium Medical, Dental, Vision; Life Insurance; 6 coaching & 6 therapy sessions via Spring Health; unlimited PTO + 12 paid holidays; daily meal stipends; fully stocked kitchen; $300 custom desk setup; pre-tax commuter benefits; 401(k); paid parental leave.
- **Remote/office policy**: Office-first culture — "most of the team eats lunch and dinner together." Based in a dedicated office at 20 W 22nd St, New York (Flatiron district). No mention of fully remote roles in current postings.
- **Growth trajectory**: From ~27 to 95 employees in one year. Over 85% quarterly growth in job postings. Employees report huge responsibility from day one. [linkedin.com](https://www.linkedin.com/company/get-basis-ai)

## Sources
1. [getbasis.ai](https://www.getbasis.ai/)
2. [getbasis.ai/careers](https://www.getbasis.ai/careers)
3. [getbasis.ai/about](https://www.getbasis.ai/about)
4. [linkedin.com](https://www.linkedin.com/company/get-basis-ai)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/basis-ai)

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