Customer Support, Payroll

Job description

**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 not just building an app—we’re building *unstoppable* teams. So what do you say, are you in? As a Product Specialist on our Customer Experience team, you'll help small business owners confidently run payroll while getting the most from Homebase. You'll combine payroll product expertise with empathy, curiosity, and problem-solving to guide customers through payroll workflows, answer product questions, and help them navigate one of the most important moments in running their business. Every payroll matters. Every customer interaction is an opportunity to build trust, reduce complexity, and help customers feel confident paying their teams accurately and on time. **📍Your** ***Impact*** **Starts Here** The Customer Experience team exists to help customers succeed—not just resolve issues. As a **Product Specialist, Payroll**, you'll become a trusted expert in the Homebase Payroll experience. You'll help customers understand how to successfully use Homebase Payroll while delivering exceptional service during critical moments in their payroll journey. You'll partner closely across Product, Engineering, Operations, and Customer Experience to identify customer pain points, improve workflows, and ensure every payroll interaction creates confidence. As an AI-first company, you'll also embrace modern tools and automation to continuously improve customer experiences and the way work gets done. **These are the key ways you’ll contribute and create impact in this role:** - Deliver exceptional customer experiences across chat, email, and phone while supporting customers using Homebase Payroll. - Become a trusted expert in payroll workflows, including payroll processing, tax setup, direct deposit, employee onboarding, payroll corrections, and year-end payroll activities within Homebase. - Help customers confidently navigate payroll features and understand product functionality. - Identify opportunities to introduce customers to payroll features and capabilities that better meet their needs, helping them maximize the value of Homebase. - Investigate complex customer issues, identify root causes, and collaborate with internal teams to drive timely resolution. - Contribute customer insights to cross-functional initiatives that represent the voice of the customer and influence improvements to the overall customer experience. - Identify recurring customer trends and recommend product or process improvements that simplify payroll for customers. - Help customers confidently navigate payroll features and understand product functionality. - Use AI tools to summarize customer interactions, accelerate research, improve documentation, and increase productivity while maintaining a high-quality customer experience. - Participate in testing new tools and processes, providing actionable feedback that helps improve the customer and agent experience. - Build customer trust by communicating clearly, setting expectations, and delivering thoughtful, complete solutions. **🚀 The Foundation for Success -** These are the experiences and strengths that will set you up for success in this role: - 1+ years of experience supporting payroll, payroll software, HR technology, SaaS products, Customer Support, Customer Experience, or Technical Support. - Strong understanding of payroll concepts or demonstrated ability to learn complex payroll workflows quickly. - Excellent written and verbal communication skills with the ability to explain technical or payroll concepts clearly and confidently. - Strong analytical thinking and problem-solving skills with exceptional attention to detail. - Comfortable navigating ambiguity and balancing multiple customer conversations while maintaining quality. - Passion for delivering exceptional customer experiences during high-impact customer moments. - Experience using CRM or customer support platforms such as Zendesk, Salesforce, or similar tools. - Curiosity and willingness to experiment with AI tools to improve customer outcomes and personal productivity. **🤝 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** – Solve problems with empathy and creativity. - ⚡ **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** – Excellence fuels impact—show up, step up, and make your mark. - 🏅 **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: 20 days PTO (hourly) + company holidays - 🤖 AI access, for real: We invest in builders and believe that curiosity shouldn't have a paywall. That means you'll have access to paid AI tools with minimal restrictions, so you can build, experiment, and level up your craft. - 👶 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. **Fridays** are flexible — work from home or come in, your call. **What to Expect During the Interview Process** - Complete a Take-Home Assessment - Meet the Talent Acquisition team - Meet the Hiring Manager & Stakeholders in our Houston Office - Meet with the Director of Customer Experience, [Hamza K.](https://www.linkedin.com/in/hamzakhan23/?lipi=urn%3Ali%3Apage%3Ad_flagship3_search_srp_all%3B2IWRty9pQlGvN%2FJHmnQjig%3D%3D) - 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! **👋 Hey, We’re Homebase** Homebase is the everything app for hourly teams—built to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re just getting started. At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us know—we’re committed to ensuring fair and equitable access for all.