SMB Product Specialist, Payroll

Homebase•Houston, TX

3d•Hybrid

About The Position

As a Product Specialist on our Customer Experience team, you'll help small business owners confidently run payroll while getting the most from Homebase. You'll combine payroll product expertise with empathy, curiosity, and problem-solving to guide customers through payroll workflows, answer product questions, and help them navigate one of the most important moments in running their business. Every payroll matters. Every customer interaction is an opportunity to build trust, reduce complexity, and help customers feel confident paying their teams accurately and on time. The Customer Experience team exists to help customers succeed—not just resolve issues. As a Product Specialist, Payroll, you'll become a trusted expert in the Homebase Payroll experience. You'll help customers understand how to successfully use Homebase Payroll while delivering exceptional service during critical moments in their payroll journey. You'll partner closely across Product, Engineering, Operations, and Customer Experience to identify customer pain points, improve workflows, and ensure every payroll interaction creates confidence. As an AI-first company, you'll also embrace modern tools and automation to continuously improve customer experiences and the way work gets done.

Requirements

1+ years of experience supporting payroll, payroll software, HR technology, SaaS products, Customer Support, Customer Experience, or Technical Support.
Strong understanding of payroll concepts or demonstrated ability to learn complex payroll workflows quickly.
Excellent written and verbal communication skills with the ability to explain technical or payroll concepts clearly and confidently.
Strong analytical thinking and problem-solving skills with exceptional attention to detail.
Comfortable navigating ambiguity and balancing multiple customer conversations while maintaining quality.
Passion for delivering exceptional customer experiences during high-impact customer moments.
Experience using CRM or customer support platforms such as Zendesk, Salesforce, or similar tools.
Curiosity and willingness to experiment with AI tools to improve customer outcomes and personal productivity.

Responsibilities

Deliver exceptional customer experiences across chat, email, and phone while supporting customers using Homebase Payroll.
Become a trusted expert in payroll workflows, including payroll processing, tax setup, direct deposit, employee onboarding, payroll corrections, and year-end payroll activities within Homebase.
Help customers confidently navigate payroll features and understand product functionality.
Identify opportunities to introduce customers to payroll features and capabilities that better meet their needs, helping them maximize the value of Homebase.
Investigate complex customer issues, identify root causes, and collaborate with internal teams to drive timely resolution.
Contribute customer insights to cross-functional initiatives that represent the voice of the customer and influence improvements to the overall customer experience.
Identify recurring customer trends and recommend product or process improvements that simplify payroll for customers.
Use AI tools to summarize customer interactions, accelerate research, improve documentation, and increase productivity while maintaining a high-quality customer experience.
Participate in testing new tools and processes, providing actionable feedback that helps improve the customer and agent experience.
Build customer trust by communicating clearly, setting expectations, and delivering thoughtful, complete solutions.