SMB Product Specialist, Core

The role

You will help small business owners use the Homebase Core platform including scheduling, time tracking, communication, hiring, and HR tools. You will deliver customer experiences across chat, email, and phone while using AI tools to improve productivity.

What you will do

• Deliver customer experiences across chat, email, and phone.
• Provide timely and accurate product guidance.
• Become an expert in Homebase Core platform workflows.
• Introduce customers to features to maximize platform value.
• Investigate customer issues and identify root causes.
• Partner with Product, Engineering, Payroll, Sales, and Customer Success.
• Identify recurring customer trends and provide product feedback.
• Leverage AI tools to improve productivity and research.
• Participate in testing new tools and processes.

Required qualifications

• 1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts in simple language.
• Strong critical thinking and problem-solving skills.
• Attention to detail.
• Comfortable learning new software products quickly.
• Ability to prioritize multiple customer conversations.
• Curiosity and adaptability in a fast-moving environment.
• Comfortable experimenting with AI tools.
• Ability to collaborate in-office every Monday-Thursday at our Houston hub location.

Nice to have

• Experience working with CRM, ticketing, or customer support platforms (Zendesk, Salesforce, Intercom, etc.)

Benefits

• Stock options
• 401(k) with 4% match
• Medical, dental, and vision coverage
• FSA options
• 20 days PTO
• Company holidays
• Access to paid AI tools
• 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

About the company

Homebase is the everything app for hourly teams, providing tools for scheduling, time clocks, payroll, communication, and HR. Over 150,000 small businesses rely on the platform to simplify day-to-day operations.