Support Operations Specialist (Hybrid)

Homebase•Houston, TX

1d•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. Here, every Homie shows up to raise the bar, support one another, and celebrate wins as a team. We’re not just building an app—we’re building unstoppable teams. So what do you say, are you in? Support Operations sits at the intersection of customer experience, systems, and scale. We modernize how support works by pairing human judgment with AI, automation, and strong operational foundations—so our customers get fast, high-quality help as Homebase grows. We’re looking for a Support Operations Specialist who’s excited to modernize customer support through AI, automation, and scalable processes. You’ll help build and optimize the systems that power our support experience—improving efficiency, quality, and customer outcomes as we grow. This is a hands-on role for someone who loves digging into workflows, experimenting with AI-powered solutions, and turning messy problems into clean, repeatable systems. You’ll partner closely with Support, Product, and Operations teammates to ensure our support engine scales without sacrificing the human touch. If you’re energized by problem-solving, curious about AI, and motivated by measurable impact, this role is for you. These are the key ways you’ll contribute and create impact in this role:

Requirements

2+ years of experience in support operations, AI Trainer, a related operational role or graduated with a technical degree.
Hands-on exposure to AI-driven support tools (e.g., chatbots, automation rules, AI-assisted workflows) and a strong desire to deepen that expertise.
Demonstrated curiosity and comfort learning in fast-paced, evolving environments.
A bias for execution—you can support and ship improvements in partnership with more senior teammates.
A data-informed mindset—you’re comfortable using metrics to evaluate case resolution, automation performance, and CSAT trends.
Passion for automation and AI—you’re motivated by finding smarter, faster ways to get work done.
Strong collaboration skills and comfort contributing to cross-functional projects.
Process-oriented thinking—you document, refine, and iterate on workflows to drive consistency and scale.
Technical fluency with support systems, internal tools, and APIs (or the ability to ramp quickly).
Actively use AI tools to improve support workflows and operational efficiency.
Partner with others to test, measure, and refine AI-driven solutions.
Use data to evaluate AI performance and recommend improvements.
Continuously learn and adapt as AI capabilities evolve.

Responsibilities

Support the development and optimization of support tools and workflows, partnering with senior team members to enhance automation and operational efficiency.
Increase AI-driven case resolution rates, ensuring automation resolves customer inquiries accurately while maintaining high service quality.
Improve CSAT and customer experience by refining AI responses, identifying friction points, and continuously iterating on support processes.
Drive MRR growth by leveraging AI and automation to scale support operations—improving retention, reducing friction, and enabling revenue growth without sacrificing quality or customer trust.
Eliminate inefficiencies by streamlining workflows, automating repetitive tasks, and improving handoffs between AI systems and human support.
Contribute to cross-functional initiatives that modernize support operations and keep high-impact improvements on track.
Leverage data and analytics to measure AI impact, identify trends, and drive continuous improvement.
Identify operational issues, escalate risks when needed, and support the implementation of durable, scalable solutions.
Bring a startup mindset—move fast, experiment thoughtfully, and use data to guide decisions.