Director of Support & Implementation at Homebase

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, HR TechIndustries

Requirements

8+ years building high-performing, revenue-driving support operations that competitors want to replicate
Deep familiarity with payroll systems, onboarding processes, and integration with SaaS products
Experience building AI-enabled customer interactions (e.g., AI-powered onboarding, intelligent self-service)
Proven ability to drive customer outcomes that lead directly to revenue growth
Exceptional cross-functional collaboration skills, particularly with Product, Engineering, and Revenue teams
A track record of launching new support and onboarding methodologies that reduce friction and enhance the customer experience
Ability to take advantage of in-person work to drive a high-energy, high-collaboration environment

Responsibilities

Pioneer the vision of support-as-a-product by integrating advanced AI systems, automation, and exceptional human insights into a seamless platform that proactively resolves issues, simplifies payroll onboarding, and drives revenue growth
Redefine customer support and payroll implementation from reactive processes to proactive product experiences (Strategic Vision & Productization)
Deploy AI-driven self-service tools and predictive resolution to eliminate repetitive tasks and accelerate onboarding (AI & Automation Leadership)
Leverage support and implementation touchpoints as opportunities for revenue retention and expansion; drive 15% of total growth through support-identified expansion opportunities (Revenue Expansion)
Collaborate closely with Product & Engineering to embed seamless payroll implementation directly within the Homebase app experience (Product Integration)
Own and optimize KPIs such as time-to-value, customer effort scores, CSAT, and revenue retention metrics as product outcomes (Data-Driven Innovation)
Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts (Team Development)
Build co-located teams with cultural intensity impossible for distributed competitors (Operational Excellence)
Create support operations that become a sustainable competitive advantage (Market Leadership)

Skills

Key technologies and capabilities for this role

AIAutomationCustomer SupportPayroll OnboardingProduct IntegrationData AnalysisKPIsCSATRevenue ExpansionStrategic Planning

Questions & Answers

Common questions about this position

What experience level is required for the Director of Support & Implementation role?

The role requires 8+ years building high-performing, revenue-driving support operations that competitors want to replicate.

Is this position remote or hybrid?

The position is hybrid.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Homebase?

Homebase has a bold, fast-moving team obsessed with helping small businesses thrive, where every Homie raises the bar, supports one another, and celebrates wins as a team.

What skills make a strong candidate for this position?

Strong candidates have deep familiarity with payroll systems and onboarding, experience building AI-enabled customer interactions, proven revenue growth through customer outcomes, and exceptional cross-functional collaboration skills.

Homebase

Workforce management software for hourly employees

About Homebase

Homebase provides a digital platform that helps businesses with hourly workers manage their operations more effectively. The platform includes tools for time tracking, employee scheduling, payroll processing, and messaging. Businesses can use any device to track employee hours, breaks, and overtime, which simplifies payroll preparation by reducing paperwork. Managers can create and adjust schedules online, sharing them instantly with their teams. The payroll service automatically calculates paychecks, processes direct deposits, and files payroll taxes, making payroll management easier for small businesses. Additionally, the built-in messaging feature allows for effective communication between managers and employees, even when they are not in the same location. Homebase primarily serves small businesses and generates revenue by charging for its software and services. The goal of Homebase is to streamline workforce management for businesses that rely on hourly workers.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$183.8MTotal Funding

SERIES_DCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Stock options

Comprehensive insurance plans

401(k) with 4% company match

Remote, hybrid, and in-office work options

Top-of-the-line equipment and home office

Annual holidays and accrued PTO

Fun company activities

Risks

Increased competition from companies like Deputy could erode Homebase's market share.

Rapid Canadian expansion may strain resources and lead to operational challenges.

Dependency on third-party platforms like Lightspeed poses risks if partnerships change.

Differentiation

Homebase targets hourly workers, a segment often overlooked by HR tech companies.

The platform offers a comprehensive suite of tools for small business workforce management.

Homebase integrates payroll, scheduling, and communication in a single, user-friendly application.

Upsides

Homebase secured $60M in Series D funding, indicating strong investor confidence.

The company is expanding into Canada, doubling its workforce and opening a new office.

Integration with Lightspeed enhances Homebase's capabilities in workforce management.

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