Director of Customer Support

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
, you'll pioneer our vision of support-as-a-product. You'll integrate advanced AI systems, automation, and exceptional human insights into a seamless platform that proactively resolves issues, simplifies payroll onboarding, and drives revenue growth.

You’ll drive impact in these key 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 closely with Product & Engineering to embed seamless payroll implementation directly 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

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

• 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

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

• 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,…