Customer Support, Payroll

The role

As a Product Specialist on the Customer Experience team, you will help small business owners run payroll and use Homebase. You will guide customers through payroll workflows and use AI tools to improve customer experiences.

What you will do

• Deliver customer experiences across chat, email, and phone.
• Become an expert in payroll workflows including tax setup, direct deposit, and year-end activities.
• Help customers navigate payroll features and product functionality.
• Identify opportunities to introduce customers to payroll features.
• Investigate complex customer issues and identify root causes.
• Contribute customer insights to cross-functional initiatives.
• Identify recurring customer trends and recommend improvements.
• Use AI tools to summarize interactions and improve documentation.
• Participate in testing new tools and processes.
• Build customer trust through clear communication.

Required qualifications

• 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 ability to learn complex payroll workflows quickly.
• Excellent written and verbal communication skills.
• Strong analytical thinking and problem-solving skills.
• Attention to detail.
• Ability to navigate ambiguity and balance multiple customer conversations.
• Experience using CRM or customer support platforms such as Zendesk, Salesforce, or similar tools.
• Willingness to experiment with AI tools.

Nice to have

• Curiosity and willingness to experiment with AI tools to improve customer outcomes and personal productivity.

Benefits

• Stock options
• 401(k) with 4% match
• Medical, dental, and vision coverage
• FSA options
• 20 days PTO (hourly)
• 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

Before you apply

• 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
• Background Check

About the company

Homebase is an everything app for hourly teams that helps small businesses with scheduling, time clocks, payroll, communication, and HR. Over 150,000 small businesses rely on the platform.