Heather Robbins
Customer Experience Executive
- Role
- VP of Customer Experience at Base
- Location
- Colorado Springs, CO, US
- LinkedIn followers
- 500 followers
About Heather Robbins
Customer Success and Customer Experience leader with 15+ years building and scaling…
Experience
VP of Customer Experience
May 2025 — Present
As VP of Customer Experience at Base.club, I lead the end-to-end member journey - from initial application through ongoing engagement - across multiple touchpoints and teams. I oversee the membership team (responsible for screening and enrolling qualified applicants) and the customer service team, ensuring we deliver a premium, high-touch experience at scale. Member-obsessed, results-driven, and focused on building systems that scale a best-in-class experience.• Managing and coaching the member team to maintain a high close rate and uphold community standards through a rigorous application process.• Leading the customer service team to deliver fast, empathetic, and effective support, with a focus on CSAT, resolution time, and first contact resolution.• Partnering closely with Product to ensure the customer journey is seamless and consistent across all platforms—app, web, SMS, and email.• Identifying and removing friction points in the user experience through data, feedback loops, and operational testing.• Reporting on and improving core metrics including application close rate, CSAT, NPS, ticket volume, and churn drivers.
Education
College of the Canyons
Sociology
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