Director of Customer Experience (Hybrid) at Homebase

Hi, Future Homie! At Homebase, we’ve removed the "Hidden Tax" of small business ownership for millions, making hourly workforce management simple and stress-free. Our platform eliminates complexity, wasted time, unnecessary costs, and, most importantly, removes needless anxiety. No more pain and crisis with shift swaps and call-outs! Imagine payroll without the math! No need to fear the constantly changing labor laws. We act as their compliance shield, securing their important documentation and letting business owners focus on what matters most: their business and their people. We have the privilege of serving over 3.8 million people, logging 275 million shifts and over 60 million messages on our platform. While we are proud to support eight James Beard Award-winning restaurants in 2026, we are equally honored to serve a local non-profit farm in rural Texas, a landscape company launched by childhood friends, and a bakery founded by the dream of an 80-year-old grandmother. One Customer, One Story at a time. And the most exciting chapter is just beginning. With AI, we’re building a better, more human experience—one that empowers both employers and workers to thrive together. 📍Your Impact Starts Here As we experience unprecedented growth, we’re searching for a Director of Customer Experience to lead our global experience teams. This isn’t your typical support role. You won’t be managing call center metrics or enforcing scripts—you’ll be running a multi-million-dollar operation, shaping strategy, and delivering outcomes that truly make a difference in the lives of many. You Should Apply If You: - Have a passion for working for and serving small businesses - Proven record in building exceptional teams - Strong experience in coaching to performance metrics, business outcomes, and customer experience - Prior sales experience as an individual and a leader - Are excited to attract, recruit, develop, and retain world-class talent - Feel a deep sense of ownership, accountability, pride, and passion for your work - An obsessive curiosity to help people reach their potential - A great sense of humor – we do not take ourselves too seriously - Experience being a Homebase customer is a big plus Please Don't Apply If: - You do not understand the importance and commitment of winning as a team - You prefer security and comfort to agency and responsibility - You’re not comfortable being uncomfortable Over the next 18 months, you’ll drive impact across these priorities: - Strategic Operations & Execution - Evolve from reactive workflows into proactive, predictable, and delightful experiences that reduce friction and build trust. - Establish clear operating rhythms, escalation paths, and accountability across teams. - AI & Automation Leadership - 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. - Revenue Retention & Expansion - Leverage our touchpoints to drive customer retention and expansion. - Build out new service models to better serve our diverse customers. - Product & Engineering Partnership - Collaborate closely with Product and Engineering to ensure customer workflows integrate seamlessly with the Homebase app. - Ensure customer insights consistently inform roadmap priorities and experience improvements. - Data-Driven Operational Performance - 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. - Establish durable processes, documentation, and quality standards that ensure consistent execution at scale. - Team Development - 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. 🚀 The Foundation for Success - These are the experiences and strengths that will set you up for success in this role: - Bachelor’s degree or equivalent experience - You thrive in a dynamic, fast-paced environment - Obsession with being data-driven, analytical, and systems thinking - A sixth sense when it comes to emotional intelligence - You make the people around you better - You get people to play to their potential - Set high standards for yourself, matched with exceptional interpersonal skills - A strong growth mindset that applies to your work and career - A relentless commitment to be a driver in the new world of AI 🤝 The Homie Way - These principles guide everything we do—from how we work and make decisions to how we show up for each other. - 💡 Be Customer Obsessed – Design customer-first experiences with empathy and ingenuity. - ⚡ Move Fast, Learn Fast – Experiment, take action, and grow every day. - 🎯 Own Your Impact – Think big, focus on what matters, and make decisions you stand behind. - 🏆 Master Your Craft – Continuously elevate your expertise and bring out excellence in your team. - 🏅 Win Together – Put goals over roles, lead with trust, and connect to our mission and each other. What We Offer - 💰 Ownership & Financial Security: Stock options + 401(k) with 4% match - 🏥 Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options - ⏰ Flexible Time: Unlimited PTO (salaried) + company holidays - 🤖 AI Access, For Real: We invest in builders and believe that curiosity shouldn't have a paywall. That means you'll have access to paid AI tools with minimal restrictions, so you can build, experiment, and level up your craft. - 👶 Family Support: Up to 12 weeks of paid parental leave (after 6 months of service) - 🛡️ Protection Plans: Life insurance + short/long-term disability coverage - 🌟 Work Your Way: Work From Anywhere Month + meeting-free weeks yearly - 🍽️ Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days - 💼 Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days—a 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 [Upgrade to PRO to see link] - Meet the Hiring Manager, Rushi P. - Participate in a Talent Showcase - Meet Cross-functional Partners - Background Check + Offer Stage - Welcome to the team, Homie 🎉 💜 Belonging at Homebase - We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—so if you're excited about this role, even if you don’t 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. 👋 Hey, We’re Homebase Homebase is the everything app for hourly teams—built 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 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re 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 know—we’re committed to ensuring fair and equitable access for all.