Operations & Customer Support Coordinator

About Us

At Basis, we’re not just building a company - we’re building the future. We’re redesigning the electrical systems that power our homes to fight climate change, reduce household costs, and create a better future for generations to come. That means rethinking everything, not just what we build, but how we build it.

To do this, we need incredible people. People who are bold, creative, sharp, and thoughtful. People who care. People who move fast and think differently. That’s where you come in.

The Role

We are looking for an Operations & Customer Support Coordinator to keep our customers supported and our orders moving. You will be the first point of contact for customers, electricians and installers, and the person who makes sure the right product reaches the right place at the right time.

You will run our helpdesk and day-to-day fulfilment, coordinate with our logistics providers, and take a share of after-hours on-call. It is a hands-on role with real ownership, working closely with our Operations Manager and Revenue Operations Lead.

Some of the things that you might be involved in include:

• Helpdesk: Act as first point of contact for customers, electricians and installers. Triage, resolve or escalate queries, and track them through to close.
• Escalation: Work with engineering on technical issues, giving clear and complete information so problems are resolved quickly.
• Account Support: Support key customer and partner accounts with order, delivery and product queries.
• Knowledge and Reporting: Maintain help content for common queries, and report on helpdesk volumes, response times and recurring issues.
• Fulfilment Operations: Process orders from intake to dispatch, ensuring the right product reaches the right place at the right time
• Logistics Coordination: Manage day-to-day coordination with logistics providers, and smooth handoffs between suppliers, Basis and customers.
• Documentation: Prepare shipment documentation and support invoicing with Finance.
• On-call Support: Take a rostered share of after-hours customer support, resolving or escalating urgent issues in line with our on-call process.
• Operations Manager Support: Provide administrative support on supplier and MEP work, such as tracking retailer work orders and maintaining records.

This role suits someone who is highly organised, calm under pressure, and enjoys solving problems for people.

Please note; this role will provide 24 hour on call support every second weekend for our customers. We expect this to reduce in frequency as we add additional headcount to the team.

About You

We think you’ll be a fit for this role if you have the following skills/or traits:

• 2 to 4 years of experience in customer support, operations, logistics or fulfilment
• Experience with a helpdesk or ticketing tool (e.g. Zendesk, Freshdesk, HubSpot)
• Technical aptitude: comfortable learning how a connected product works and troubleshooting with customers
• Experience coordinating orders, dispatch and logistics providers
• Exceptional organisational skills and accuracy under pressure
• Clear, friendly written and verbal communication
• Willingness to take part in an after-hours on-call roster
• An ability to take initiative, follow through on what you say you’ll do, and own your mistakes
• Determination and tenacity, maintaining a positive attitude in challenging situations
• View challenges as opportunities for growth, adapt positively to change and embrace feedback
• The ability to support your team to achieve shared goals and objectives, to share your point of view, but accept when the team has made a decision to go in another direction
• Clear, candid and concise communication skills - both written and verbal, but also an ability to be kind and compassionate when dealing with others

Some nice to haves include:

• Experience in the electrical, energy or home technology sector
• Experience with inventory systems and Xero
• Experience in a start-up or scale-up

Research shows that while men apply for jobs when they meet ~ 60% of the job criteria, women and other marginalised groups tend to apply only when they check every box. So if you think you have what it takes, but are not sure you check every box, we still want to hear from you 🙌

Benefits

• A competitive salary and employee share scheme (ESOP)
• Unlimited annual leave so that you can take the time that you need to re-energise
• Tools of trade, including laptop and headphone allowance
• Your very own Basis Smart Panel (conditions apply)
• Flexible hours — we focus on outcomes, so adjust your day around whānau, hobbies, or other commitments.
• A schedule of fun team events throughout the year (Lego Battlebots, table tennis, themed Friday drinks, and more!)
• Office dogs + steady supply of fresh fruit and snacks in the office
• Access to Clearhead, our well-being programme which gives you 5x free sessions with a psychologist per year
• A commitment to diversity and inclusion: Pride Committee and partnering with Pride Pledge, DEIB Committee, EEO Policy and well-being strategy!
• Parental leave policy that tops up wages to 100% for the primary caregiver for up to 22 weeks and up to 6 weeks for secondary caregivers (conditions apply)
• Workride: get a bike to commute on, with the cost spread out of your pay.
• The opportunity to learn and develop from some of the best and brightest minds in the industry!

Let's Talk!

We’d love to hear from you! No need to submit a cover letter - just click 'apply' to answer a few short questions of ours (we find this gives us more insight) and attach your CV.

If you have any questions about the role, fire them over to Steph at [email protected]