Director of Customer Support (Hybrid)

Homebase•Houston, TX

4d•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. Every Homie shows up to raise the bar, support one another, and celebrate wins as a team. We’re building sales and support operations so strong that customers become evangelists and competitors study our playbook. This isn’t about managing tickets—it’s about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale. If you’re ready to simplify payroll onboarding, elevate customer support quality, and blend thoughtful human interaction with practical automation—this is your moment. 📍Your Impact Starts Here As Director of Customer Support, you’ll lead our support and payroll onboarding functions with a focus on reliable execution, operational scalability, and exceptional customer experience. You’ll shape how we resolve issues quickly and accurately, streamline onboarding, and improve the end-to-end customer journey to strengthen retention and drive long-term revenue growth. Over the next 18 months, you’ll drive impact across these priorities: Strategic Operations & Execution. Evolve customer support and payroll implementation from reactive workflows into proactive, predictable experiences that reduce friction and build trust. Establish clear operating rhythms, escalation paths, and accountability across teams. AI & Automation Leadership 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. Revenue Retention & Expansion Leverage support and implementation touchpoints to drive customer retention and expansion. Build out new service models to better serve our diverse customers. Product & Engineering Partnership Collaborate closely with Product and Engineering to ensure payroll implementation and support workflows integrate seamlessly with the Homebase app. Ensure customer insights consistently inform roadmap priorities and experience improvements. Data-Driven Performance 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. Team Development 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. Operational Excellence Establish durable processes, documentation, and quality standards that ensure consistent execution at scale. Market Leadership Build support and onboarding operations that become a sustainable competitive advantage for Homebase.

Requirements

8+ years building and leading high-performing customer support or implementation operations with measurable improvements to customer outcomes and retention
Strong familiarity with payroll systems, onboarding workflows, and SaaS operations (payroll experience a plus, not a blocker)
Experience introducing AI or automation to improve operational efficiency or customer experience
Proven ability to tie customer success directly to revenue stability and growth
Exceptional cross-functional collaboration with Product, Engineering, and Revenue teams
Ability to leverage in-office collaboration to maintain a high-energy, high-accountability team environment

Responsibilities

Evolve customer support and payroll implementation from reactive workflows into proactive, predictable 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 support and implementation 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 payroll implementation and support 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.
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.
Establish durable processes, documentation, and quality standards that ensure consistent execution at scale.
Build support and onboarding operations that become a sustainable competitive advantage for Homebase.