Trust & Safety Lead

ABOUT BASE Base is America’s next-generation power company. We’re rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system. We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time. ABOUT THE ROLE As part of our Member Experience team, you’ll own one of Base’s most critical business functions: ensuring the quality of our members as we scale to minimize delinquency and prevent fraud. You’ll lead the strategy, operations, systems, and day-to-day execution behind the billing and payments lifecycle—balancing member experience, risk management, and profitability. You’ll drive initiatives that improve our membership portfolio’s quality and compliance, all while garnering member trust. What You’ll Do - Payment Collection: Oversee timely enforcement of non-payments and ensure members remain in good standing. - Billing Operations: Define and run the process for collections, billing exceptions, disputes & chargebacks, payment plans & exceptions, disconnections & reconnections, and escalations to resolve billing issues. - Fraud Prevention & Credit Quality: Oversee operational processes such as credit checking and identity verification, partnering closely with Software Engineering. - Process Governance: Partner with Finance and Compliance to define and maintain clear business processes, policies, and controls that impact profitability and compliance with regulatory requirements. - Reporting: Create and maintain reporting to monitor operational KPIs and health across the payments & risk lifecycle. - Team Leadership: Manage and develop a team of payments specialists, providing day-to-day guidance, prioritization support, and coaching to drive team performance. What You'll Bring - 4-8 years of experience in billing, payments, or risk management - ideally within energy, utilities, fintech, or a similarly regulated consumer industry. - Equally comfortable defining high-level strategy and getting in the weeds — you can design the vision, build the dashboards and tools, and execute the day-to-day work yourself. - Efficient and effective at managing and optimizing operational queues. - Exceptionally organized, with a bias for documentation, dashboards, and process clarity. - Skilled at balancing business priorities, regulatory compliance, and customer experience. - Comfortable working cross-functionally with operations, engineering, finance, accounting, and compliance. - Data-driven and detail-oriented — you trust metrics as much as you trust good judgment. About the Team The Member Experience team is the face of Base to our members—and the voice of our members back to Base. We’re deeply customer-obsessed and uniquely cross-functional, with a strong understanding of what every team does and how it all connects. By seeing firsthand what’s working well and what should be improved, we surface insights that help inform what the business builds and prioritizes next. Every day brings a new challenge, balancing high ownership and accountability with constant collaboration and support from the team. Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive. OUR VALUES - First Principles Thinking: Question assumptions. Principles > rules. - Operate at Base Pace: Focus on what matters, act quickly, and learn by doing. - Give & Get Feedback: Be direct, be humble, and maintain a growth mindset. - Everyone’s an Owner: Follow through on commitments and own results. - Strong Opinions, Loosely Held: Drive clarity and make calls with imperfect information. - Committed to the Mission: Rebuilding the grid is a big challenge. We work hard because we care deeply about the impact we’re creating. We work