Customer Support • Lead

Who you are

You have a proven track record in customer support leadership, with 5+ years of experience in managing high-performing teams. You understand the nuances of customer experience and are passionate about creating proactive, predictable support workflows that enhance customer satisfaction. Your expertise in AI and automation allows you to streamline processes and improve operational efficiency, ensuring that your team delivers exceptional service at scale.

You thrive in fast-paced environments and are adept at establishing clear operating rhythms and accountability across teams. Your strong communication skills enable you to collaborate effectively with cross-functional teams, driving initiatives that enhance the customer journey. You are data-driven, using metrics to inform decision-making and continuously improve support operations.

Desirable

Experience in payroll onboarding or related fields is a plus, as is familiarity with AI technologies that enhance customer interactions. You are comfortable with change and can adapt strategies based on evolving business needs and customer feedback.

What you'll do

As the Director of Customer Support at Homebase, you will lead the charge in transforming customer support and payroll onboarding into a seamless experience for small businesses. Your role will involve evolving reactive workflows into proactive strategies that build trust and reduce friction for customers. You will establish clear escalation paths and ensure accountability across teams, fostering a culture of excellence in customer service.

You will deploy AI and automation tools to minimize manual work and enhance consistency in service delivery. By leveraging technology, you will improve the overall customer experience, ensuring that issues are resolved quickly and accurately. Your leadership will be crucial in shaping the future of customer support at Homebase, driving initiatives that strengthen retention and contribute to long-term revenue growth.

You will collaborate closely with other departments to align customer support strategies with broader business objectives. Your insights will help shape the company's approach to customer engagement, ensuring that every interaction is meaningful and impactful. You will also mentor and develop your team, fostering a supportive environment where everyone can thrive and contribute to the company's mission.

What we offer

Homebase is committed to creating a diverse and inclusive workplace where every team member feels valued. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to empower small businesses and make a real difference in their success. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.