Customer Support Representative (Hybrid)

Homebase•Houston, TX

2d•Hybrid

About The Position

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 Customer Support Representative, you’ll serve as a frontline advocate for our customers—helping them get real value from Homebase and supporting their day-to-day needs. The work centers on delivering thoughtful customer support, onboarding guidance, and consultative recommendations. This includes troubleshooting issues, developing a strong understanding of product features, and identifying plans or upgrades that best support each customer’s business. The role works closely with teammates and enablement partners to ensure customers feel supported at every stage of their journey. We’re looking for customer-first, motivated professionals who enjoy helping people and solving problems in a fast-paced environment. Empathy, clear communication, and curiosity show up in every interaction—whether over chat, phone, or email. Comfort with modern tools, including AI-powered systems, helps the work move faster and smarter, alongside a strong sense of ownership and openness to feedback. This is a performance-driven environment where effort and results are recognized, and where ongoing training and continuous growth in product and customer expertise are part of how the work evolves.

Requirements

1–3 years of customer service, support, sales, or call-center experience (SaaS experience is a plus, not required)
Strong written and verbal communication skills
Comfort navigating web and mobile applications
Ability to manage time, stay organized, and adapt in a queue-based environment
Willingness to learn and use AI tools as part of daily workflows
A growth mindset, curiosity, and a strong sense of accountability

Nice To Haves

Payroll, time tracking, or financial software experience is a plus

Responsibilities

Support customers via live chat, email, and phone, delivering a thoughtful, solution-oriented experience
Understand customer needs and guide them toward the right Homebase features or plans
Educate customers on product functionality and best practices to drive successful onboarding
Handle a high volume of daily interactions while meeting performance metrics (efficiency, CSAT, call time, sales outcomes)
Use AI-enabled tools to assist with issue resolution, documentation, and productivity
Accurately document customer interactions and outcomes in internal systems
Stay current on Homebase product updates and process changes
Participate in team meetings, training sessions, and knowledge sharing
Take ownership of your results, learning from feedback, and continuously improve