Director of Customer Support (Hybrid) at Homebase

Hi, Future Homie! At Homebase, you’ll join a team that’s 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. We’re building sales and support operations so strong that customers become evangelists and competitors study our playbook. This isn’t about managing tickets—it’s about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale. If you’re ready to simplify payroll onboarding, elevate customer support quality, and blend thoughtful human interaction with practical automation—this is your moment. 📍Your Impact Starts Here As Director of Customer Support, you’ll lead our support and payroll onboarding functions with a focus on reliable execution, operational scalability, and exceptional customer experience. You’ll 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, you’ll 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. 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 support and implementation 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 payroll implementation and support workflows integrate seamlessly with the Homebase app. - Ensure customer insights consistently inform roadmap priorities and experience improvements. Data-Driven 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. 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. Operational Excellence - Establish durable processes, documentation, and quality standards that ensure consistent execution at scale. Market Leadership - Build support and onboarding operations that become a sustainable competitive advantage for Homebase. 🚀 The Foundation for Success - These are the experiences and strengths that will set you up for success in this role: - 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 🤝 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.