Director of Support & Implementation

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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 building sales and support operations so exceptional that customers become evangelists and competitors study our playbook. This isn’t about managing tickets—it’s about creating high-intensity, AI-enhanced operations that deliver enterprise-level results at SMB scale. If you’re ready to revolutionize how businesses experience customer support and payroll onboarding by fusing cutting-edge AI, intuitive product interfaces, and thoughtful human interactions, this is your moment.

Your Impact Starts Here

• As Director of Customer Support & Implementation
  , pioneer our vision of support-as-a-product. Integrate advanced AI systems, automation, and exceptional human insights into a seamless platform that proactively resolves issues, simplifies payroll onboarding, and drives revenue growth.
• Drive impact in these priority areas over the next 18 months:
• Strategic Vision & Productization:
  Redefine customer support and payroll implementation from reactive processes to proactive product experiences.
• AI & Automation Leadership:
  Deploy AI-driven self-service tools and predictive resolution to eliminate repetitive tasks and accelerate onboarding.
• Revenue Expansion:
  Leverage support and implementation touchpoints as opportunities for revenue retention and expansion;
  Drive 15% of total growth through support-identified expansion opportunities.
• Product Integration:
  Collaborate with Product & Engineering to embed seamless payroll implementation within the Homebase app experience.
• Data-Driven Innovation:
  Own and optimize KPIs such as time-to-value, customer effort scores, CSAT, and revenue retention metrics as product outcomes.
• Team Development:
  Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.
• Operational Excellence:
  Build co-located teams with cultural intensity impossible for distributed competitors.
• Market Leadership:
  Create support operations that become our sustainable competitive advantage.

• 8+ years building high-performing, revenue-driving support operations that competitors want to replicate
• Deep familiarity with payroll systems, onboarding processes, and integration with SaaS products
• Experience building AI-enabled customer interactions (e.g., AI-powered onboarding, intelligent self-service)
• Proven ability to drive customer outcomes that lead directly to revenue growth
• Exceptional cross-functional collaboration skills, particularly with Product, Engineering, and Revenue teams
• A track record of launching new support and onboarding methodologies that reduce friction and enhance the customer experience
• Ability to take advantage of in-person work to drive a high-energy, high-collaboration environment

• 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
• 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:
  Monday-Thursday in-office days to move faster as a team, build deeper connections, and make better decisions

• Meet the Talent Acquisition team
• Meet the Hiring Manager
• Participate in a Talent Showcase
• Meet Cross-functional Partners
• Background Check + Offer Stage
• Welcome to the team, Homie

We’re committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—if you’re excited about this role, even if you don’t meet 100% of…