SMB Product Specialist, Core (Hybrid)

Homebase•Houston, TX

1d•Hybrid

About The Position

As a Product Specialist on our Customer Experience team, you'll help thousands of small business owners confidently use Homebase to run better businesses every day. You'll combine deep product expertise with curiosity, empathy, and problem-solving to guide customers through questions, remove friction, and help them get the most value from our Core platform—including scheduling, time tracking, team communication, hiring, and HR tools. Every interaction is an opportunity to build trust, strengthen customer confidence, and create advocates for Homebase. The Customer Experience team exists to help our customers succeed—not just solve issues. As a Product Specialist, you'll become a trusted product expert who empowers customers to confidently navigate Homebase and make informed decisions for their teams. You'll balance product knowledge with empathy, helping customers achieve outcomes while sharing insights that continuously improve our product and customer experience. You'll also embrace AI-first ways of working, using modern tools and automation to improve customer experiences, increase efficiency, and continuously evolve how work gets done.

Requirements

1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role.
Excellent written and verbal communication skills with the ability to explain technical concepts in simple, customer-friendly language.
Strong critical thinking and problem-solving skills with attention to detail.
Comfortable learning new software products quickly and becoming a product expert.
Demonstrated ability to prioritize multiple customer conversations while maintaining quality and empathy.
Curiosity and adaptability in a fast-moving environment.
Comfortable experimenting with AI tools to improve productivity and customer outcomes, with a willingness to continuously learn new technologies.
You'll be expected to use AI thoughtfully to improve your daily work, enhance customer interactions, streamline workflows, and continuously increase your impact. Curiosity, experimentation, and responsible use of AI tools are part of how we build the future together.

Nice To Haves

Experience working with CRM, ticketing, or customer support platforms (Zendesk, Salesforce, Intercom, etc.) is a plus.

Responsibilities

Delivering exceptional customer experiences across chat, email, and phone while providing timely, accurate product guidance.
Becoming a trusted expert in Homebase's Core platform, including Scheduling, Time Tracking, Team Communication, Hiring, HR, and related workflows.
Identify opportunities to introduce customers to features and capabilities that better meet their needs, helping them maximize the value of Homebase.
Investigating customer issues, identifying root causes, and delivering thoughtful, complete solutions.
Partnering closely with Product, Engineering, Payroll, Sales, and Customer Success to advocate for customers and improve the overall customer experience.
Identify recurring customer trends and provide actionable product feedback that helps improve the customer experience.
Leverage AI tools to improve personal productivity, accelerate research, summarize customer interactions, and enhance the quality and speed of customer support.
Participate in testing new tools and processes, providing actionable feedback that helps improve the customer and agent experience.
Contribute to a culture of curiosity, learning, accountability, and continuous improvement.