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Homebase · 2 weeks ago

Director of Customer Support

Houston, TX

Full-time

Hybrid

Director/Executive

8+ years exp

Homebase is a company dedicated to helping small businesses thrive with innovative tools. As the Director of Customer Support, you will lead the support and payroll onboarding functions, focusing on operational scalability and exceptional customer experience while driving impact across strategic operations, AI implementation, revenue retention, and team development.

AppsHuman ResourcesProfessional ServicesSoftware

Culture & Values

Responsibilities

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

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

Leverage support and implementation touchpoints to drive customer retention and expansion

Build out new service models to better serve our diverse customers

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

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

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

Establish durable processes, documentation, and quality standards that ensure consistent execution at scale

Build support and onboarding operations that become a sustainable competitive advantage for Homebase

Qualification

Customer support leadershipAIAutomation experiencePayroll systems familiarityData-driven performanceCross-functional collaborationTeam developmentOperational excellenceCustomer empathy

Required

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