Homebase · 10 hours ago
Support Operations Specialist (Hybrid)
Houston, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expHomebase is a company dedicated to helping small businesses thrive through innovative solutions. They are seeking a Support Operations Specialist to modernize customer support by leveraging AI and automation to enhance operational efficiency and customer experience.
Telecom & CommunicationsRetailHome ServicesHome DecorInternetRetail Technology
Responsibilities
Support the development and optimization of support tools and workflows, partnering with senior team members to enhance automation and operational efficiency
Increase AI-driven case resolution rates, ensuring automation resolves customer inquiries accurately while maintaining high service quality
Improve CSAT and customer experience by refining AI responses, identifying friction points, and continuously iterating on support processes
Drive MRR growth by leveraging AI and automation to scale support operations—improving retention, reducing friction, and enabling revenue growth without sacrificing quality or customer trust
Eliminate inefficiencies by streamlining workflows, automating repetitive tasks, and improving handoffs between AI systems and human support
Contribute to cross-functional initiatives that modernize support operations and keep high-impact improvements on track
Leverage data and analytics to measure AI impact, identify trends, and drive continuous improvement
Identify operational issues, escalate risks when needed, and support the implementation of durable, scalable solutions
Bring a startup mindset—move fast, experiment thoughtfully, and use data to guide decisions
Qualification
Required
2+ years of experience in support operations, AI Trainer, a related operational role or graduated with a technical degree
Hands-on exposure to AI-driven support tools (e.g., chatbots, automation rules, AI-assisted workflows) and a strong desire to deepen that expertise
Demonstrated curiosity and comfort learning in fast-paced, evolving environments
A bias for execution—you can support and ship improvements in partnership with more senior teammates
A data-informed mindset—you're comfortable using metrics to evaluate case resolution, automation performance, and CSAT trends
Passion for automation and AI—you're motivated by finding smarter, faster ways to get work done
Strong collaboration skills and comfort contributing to cross-functional projects
Process-oriented thinking—you document, refine, and iterate on workflows to drive consistency and scale
Technical fluency with support systems, internal tools, and APIs (or the ability to ramp quickly)
Actively use AI tools to improve support workflows and operational efficiency
Partner with others to test, measure, and refine AI-driven solutions
Use data to evaluate AI performance and recommend improvements
Continuously learn and adapt as AI capabilities evolve
Benefits
Stock options + 401(k) with 4% match
Medical, dental, and vision coverage + FSA options
Unlimited PTO (salaried) + company holidays
Up to 12 weeks of paid parental leave (after 6 months of service)
Life insurance + short/long-term disability coverage
Work From Anywhere Month + meeting-free weeks yearly
Meals provided, commuter benefits, team offsites, and Customer Days
Company
Homebase
HomeBase is a home improvement and garden retailer.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$122.33M2018-11-22Debt Financing· $122.33M
2018-05-25Acquired
Recent News
2025-10-11
2025-10-11
Company data provided by crunchbase