Customer Support Representative; Hybrid

Overview

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. Here, every Homie shows up to raise the bar, support one another, and celebrate wins as a team. We’re not just building an app—we’re building unstoppable teams.

So what do you say, are you in?

📍Your Impact Starts Here

As a Customer Support Representative
, you’ll serve as a frontline advocate for our customers—helping them get real value from Homebase and supporting their day-to-day needs. The work centers on delivering thoughtful customer support, onboarding guidance, and consultative recommendations. This includes troubleshooting issues, developing a strong understanding of product features, and identifying plans or upgrades that best support each customer’s business. The role works closely with teammates and enablement partners to ensure customers feel supported at every stage of their journey.

We’re looking for customer-first, motivated professionals who enjoy helping people and solving problems in a fast-paced environment. Empathy, clear communication, and curiosity show up in every interaction—whether over chat, phone, or email. Comfort with modern tools, including AI-powered systems, helps the work move faster and smarter, alongside a strong sense of ownership and openness to feedback. This is a performance-driven environment where effort and results are recognized, and where ongoing training and continuous growth in product and customer expertise are part of how the work evolves.

• Support customers via live chat, email, and phone, delivering a thoughtful, solution-oriented experience
• Understand customer needs and guide them toward the right Homebase features or plans
• Educate customers on product functionality and best practices to drive successful onboarding
• Handle a high volume of daily interactions while meeting performance metrics (efficiency, CSAT, call time, sales outcomes)
• Use AI-enabled tools to assist with issue resolution, documentation, and productivity
• Accurately document customer interactions and outcomes in internal systems
• Stay current on Homebase product updates and process changes
• Participate in team meetings, training sessions, and knowledge sharing
• Take ownership of your results, learning from feedback, and continuously improve

These are the experiences and strengths that will set you up for success in this role:

• 1–3 years of customer service, support, sales, or call-center experience (SaaS experience is a plus, not required)
• Payroll, time tracking, or financial software experience is a plus
• Strong written and verbal communication skills
• Comfort navigating web and mobile applications
• Ability to manage time, stay organized, and adapt in a queue-based environment
• Willingness to learn and use AI tools as part of daily workflows
• A growth mindset, curiosity, and a strong sense of accountability

These principles guide everything we do—from how we work and make decisions to how we show up for each other.

• Be Customer Obsessed – Solve problems with empathy and creativity.
• 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 – Excellence fuels impact—show up, step up, and make your mark.
• Win Together – Put goals over roles, lead with trust, and connect to our mission and

• 💰 Ownership & Financial Security:
  Stock options + 401(k) with 4% match
• 🏥 Comprehensive Healthcare:
  Medical, dental, and vision coverage + FSA options
• ⏰ Flexible Time: 20 days PTO (hourly) + company holidays
• 👶 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…