Director of Support & Implementation

Homebase • Houston, TX

106d

About The Position

As Director of Customer Support & Implementation, you'll pioneer our vision of support-as-a-product. You'll integrate advanced AI systems, automation, and exceptional human insights into a seamless platform that proactively resolves issues, simplifies payroll onboarding, and drives revenue growth. You’ll drive impact in these key priority areas over the next 18 months: Strategic Vision & Productization, AI & Automation Leadership, Revenue Expansion, Product Integration, Data-Driven Innovation, Team Development, Operational Excellence, and Market Leadership.

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

• Redefine customer support and payroll implementation from reactive processes to proactive product experiences.
• Deploy AI-driven self-service tools and predictive resolution to eliminate repetitive tasks and accelerate onboarding.
• Leverage support and implementation touchpoints as opportunities for revenue retention and expansion; Drive 15% of total growth through support-identified expansion opportunities.
• Collaborate closely with Product & Engineering to embed seamless payroll implementation directly within the Homebase app experience.
• Own and optimize KPIs such as time-to-value, customer effort scores, CSAT, and revenue retention metrics as product outcomes.
• Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.
• Build co-located teams with cultural intensity impossible for distributed competitors.
• Create support operations that become our sustainable competitive advantage.

Benefits

• Stock options + 401(k) with 4% match.
• Medical, dental, and vision coverage + FSA options.
• Unlimited PTO (salaried) + company holidays.
• 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.
• Meals provided, commuter benefits, team offsites, and Customer Days.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees