Hi, Future Homie!
At Homebase, youāll join a team thatās bold, fast-moving, and obsessed with helping small businesses thrive. We build with empathy, act with urgency, and take big swings that drive real-world impact. Every Homie shows up to raise the bar, support one another, and celebrate wins as a team.
Weāre building sales and support operations so strong that customers become evangelists and competitors study our playbook. This isnāt about managing ticketsāitās about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale.
If youāre ready to simplify payroll onboarding, elevate customer support quality, and blend thoughtful human interaction with practical automationāthis is your moment.
šYour Impact Starts Here
As Director of Customer Support, youāll lead our support and payroll onboarding functions with a focus on reliable execution, operational scalability, and exceptional customer experience. Youāll shape how we resolve issues quickly and accurately, streamline onboarding, and improve the end-to-end customer journey to strengthen retention and drive long-term revenue growth.
Over the next 18 months, youāll drive impact across these priorities:
Strategic Operations & Execution.
Evolve customer support and payroll implementation from reactive workflows into proactive, predictable experiences that reduce friction and build trust.
Establish clear operating rhythms, escalation paths, and accountability across teams.
Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time-to-value for customers.
Enhance scalability while preserving thoughtful, high-quality human interaction.
Leverage support and implementation touchpoints to drive customer retention and expansion.
Build out new service models to better serve our diverse customers.
Collaborate closely with Product and Engineering to ensure payroll implementation and support workflows integrate seamlessly with the Homebase app.
Ensure customer insights consistently inform roadmap priorities and experience improvements.
Own and optimize KPIs including time-to-value, customer effort, CSAT, and revenue retention.
Use data to identify gaps, prioritize improvements, and continuously raise the bar.
Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.
Develop leaders who bring clarity, urgency, accountability, and customer empathy.
Establish durable processes, documentation, and quality standards that ensure consistent execution at scale.
Build support and onboarding operations that become a sustainable competitive advantage for Homebase.
8+ years building and leading high-performing customer support or implementation operations with measurable improvements to customer outcomes and retention
Strong familiarity with payroll systems, onboarding workflows, and SaaS operations (payroll experience a plus, not a blocker)
Experience introducing AI or automation to improve operational efficiency or customer experience
Proven ability to tie customer success directly to revenue stability and growth
Exceptional cross-functional collaboration with Product, Engineering, and Revenue teams
Ability to leverage in-office collaboration to maintain a high-energy, high-accountability team environment
š¤ The Homie Way - These principles guide everything we doāfrom how we work and make decisions to how we show up for each other.
š” Be Customer Obsessed ā Design customer-first experiences with empathy and ingenuity.
ā” Move Fast, Learn Fast ā Experiment, take action, and grow every day.
šÆ Own Your Impact ā Think big, focus on what matters, and make decisions you stand behind.
š Master Your Craft ā Continuously elevate your expertise and bring out excellence in your team.
š Win Together ā Put goals over roles, lead with trust, and connect to our mission and each other.
What We Offer
š° Ownership & Financial Security: Stock options + 401(k) with 4% match
š„ Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
ā° Flexible Time: Unlimited PTO (salaried) + company holidays
š¶ Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
š”ļø Protection Plans: Life insurance + short/long-term disability coverage
š Work Your Way: Work From Anywhere Month + meeting-free weeks yearly
š½ļø Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
š¼ Our Hybrid Rhythm: We believe collaboration drives impact. Thatās why Monday-Thursday are our required in-office daysāa time to move faster as a team, build deeper connections, make better decisions, and build together.
What to Expect During the Interview Process
Meet the Talent Acquisition team, Mavel W
Meet the Hiring Manager, Rushi P.
Participate in a Talent Showcase
Meet Cross-functional Partners
Background Check + Offer Stage
Welcome to the team, Homie š
š Belonging at Homebase - We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many formsāso if you're excited about this role, even if you donāt meet 100% of the qualifications, we encourage you to apply!
Homebase will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
š Hey, Weāre Homebase
Unstoppable teams start here.
Homebase is the everything app for hourly teamsābuilt to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 100,000 small (but mighty) businesses rely on us to make work radically easier. Together, weāve tracked over a billion hours for 2.5+ million workersāand weāre just getting started.
At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us knowāweāre committed to ensuring fair and equitable access for all.
Homebase