Support & Onboarding Lead

About Us Base.ai

Base.ai is the leading AI-based Customer Marketing & Lifecycle Engagement platform, trusted by global enterprises such as Adobe, Broadcom, and SAP. We help organizations harness the power of their customers for growth. Our platform orchestrates customer engagement post-sale, including advocacy & reference programs, adoption journeys, upsell & expansion motions, user-generated content (UGC) such as customer stories, reviews, and quotes, retention marketing, and community engagement.

Leveraging Base, companies can amplify customer voice, accelerate deal cycles, grow customer adoption, expansion, and retention, and drive stronger brand loyalty. With AI-driven insights, integrations across the tech stack, and a modern user experience,

At Base.ai, we’re passionate about building not just software, but a movement. We believe the future of growth is customer-led, and we’re just getting started.

We believe people do their best work in an environment where they feel valued, have independence and room for exploration, and are inspired by the product and vision. We recognize that diverse teams drive better outcomes and richer innovation.

We value curiosity, experimentation, accountability, collaboration, and growth.

About the Role

We are looking for a passionate and hands-on Support & Onboarding Lead to own our customer support and onboarding experience end-to-end. The role includes strategic and tactical elements combined to redesign, build, and operate customer experience with AI, best practices, and customer feedback in mind. This role is hands-on and key to ensuring that every customer achieves a fast, successful start with our platform -- and continues to receive exceptional support throughout their journey.

The ideal candidate combines strong operational and process thinking with a genuine passion for customer success. You’ll work cross-functionally with Product, Engineering, and Account Management teams to drive adoption, resolve issues efficiently, and constantly improve the user experience.

Responsibilities

• Lead and manage the customer onboarding process - from setup, configuration, and implementation to program launch and full adoption. Manage handover to CSM/AM.
• Optimize onboarding workflows, playbooks, and self-service, and update documentation to ensure consistency and scalability.
• Serve as the main point of contact for new customers, ensuring expectations are clear and milestones are met.
• Own the day-to-day support process - managing triage, handling escalations, collaborating closely with Engineering, improving response times, and service.
• Collaborate closely with Product and R&D to communicate customer feedback, bugs, and feature requests.
• Create and maintain a high level of customer satisfaction through proactive engagement and support excellence.
• Define and track key onboarding and support metrics (e.g, time-to-value, time to resolution, CSAT, etc.)
• Help design, train, and continuously improve AI agent-like tools that automate common support workflows and deliver faster and better responses to customers.
• Support continuous improvement of self-service resources to empower customers and reduce friction.
• Drive a culture of continuous improvement, operational excellence, and customer-centricity.

Requirements

• 4+ years of experience in customer onboarding, support, or customer success within AI/SaaS/tech companies.
• Proven ability to lead customer-facing processes and manage cross-functional collaboration.
• Excellent communication and problem-solving skills.
• Hands-on experience with CRM, ticketing, and analytics tools (e.g., HubSpot, Zendesk, Jira, Intercom).
• Strong organizational and project management abilities.
• Empathy, patience, and a passion for helping customers succeed.
• Experience working in a startup or dynamic environment — able to build processes from the ground up.