Director of Customer Experience (Hybrid)

Homebase•Houston, TX

2d•Hybrid

About The Position

At Homebase, we've removed the "Hidden Tax" of small business ownership for millions, making hourly workforce management simple and stress-free. Our platform eliminates complexity, wasted time, unnecessary costs, and, most importantly, removes needless anxiety. We act as their compliance shield, securing their important documentation and letting business owners focus on what matters most: their business and their people. We have the privilege of serving over 3.8 million people. With AI, we’re building a better, more human experience—one that empowers both employers and workers to thrive together. As we experience unprecedented growth, we’re searching for a Director of Customer Experience to lead our global experience teams. This isn’t your typical support role. You won’t be managing call center metrics or enforcing scripts—you’ll be running a multi-million-dollar operation, shaping strategy, and delivering outcomes that truly make a difference in the lives of many.

Requirements

Have a passion for working for and serving small businesses
Proven record in building exceptional teams
Strong experience in coaching to performance metrics, business outcomes, and customer experience
Prior sales experience as an individual and a leader
Are excited to attract, recruit, develop, and retain world-class talent
Feel a deep sense of ownership, accountability, pride, and passion for your work
An obsessive curiosity to help people reach their potential
A great sense of humor – we do not take ourselves too seriously
Bachelor’s degree or equivalent experience
You thrive in a dynamic, fast-paced environment
Obsession with being data-driven, analytical, and systems thinking
A sixth sense when it comes to emotional intelligence
You make the people around you better
You get people to play to their potential
Set high standards for yourself, matched with exceptional interpersonal skills
A strong growth mindset that applies to your work and career
A relentless commitment to be a driver in the new world of AI

Nice To Haves

Experience being a Homebase customer is a big plus

Responsibilities

Evolve from reactive workflows into proactive, predictable, and delightful experiences that reduce friction and build trust.
Establish clear operating rhythms, escalation paths, and accountability across teams.
Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time-to-value for customers.
Enhance scalability while preserving thoughtful, high-quality human interaction.
Leverage our touchpoints to drive customer retention and expansion.
Build out new service models to better serve our diverse customers.
Collaborate closely with Product and Engineering to ensure customer workflows integrate seamlessly with the Homebase app.
Ensure customer insights consistently inform roadmap priorities and experience improvements.
Own and optimize KPIs, including time-to-value, customer effort, CSAT, and revenue retention.
Use data to identify gaps, prioritize improvements, and continuously raise the bar.
Establish durable processes, documentation, and quality standards that ensure consistent execution at scale.
Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.
Develop leaders who bring clarity, urgency, accountability, and customer empathy.