Director of Customer Support

Location: Houston Employment Type: FullTime Department: Customer Experience 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. 🚀 What You Bring • 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 • 👶 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 • 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.