Director of Support & Implementation

Hi, Future Homie!

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 building sales and support operations so exceptional that customers become evangelists and competitors study our playbook. This isn't about managing tickets—it's about creating high-intensity, AI-enhanced operations that deliver enterprise-level results at SMB scale.

If you’re ready to revolutionize how businesses experience customer support and payroll onboarding by fusing cutting-edge AI, intuitive product interfaces, and thoughtful human interactions, this is your moment.

📍Your Impact Starts Here

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: Redefine customer support and payroll implementation from reactive processes to proactive product experiences.

• AI & Automation Leadership: Deploy AI-driven self-service tools and predictive resolution to eliminate repetitive tasks and accelerate onboarding.

• Revenue Expansion: Leverage support and implementation touchpoints as opportunities for revenue retention and expansion; Drive 15% of total growth through support-identified expansion opportunities

• Product Integration: Collaborate closely with Product & Engineering to embed seamless payroll implementation directly within the Homebase app experience.

• Data-Driven Innovation: Own and optimize KPIs such as time-to-value, customer effort scores, CSAT, and revenue retention metrics as product outcomes.

• Team Development: Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.

• Operational Excellence: Build co-located teams with cultural intensity impossible for distributed competitors

• Market Leadership: Create support operations that become our sustainable competitive advantage

🚀 The Foundation for Success - These are the experiences and strengths that will set you up for success in this role:

• 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

🤝 The Homie Way - These principles guide everything we do—from how we work and make decisions to how we show up for each other.

• 💡 Be Customer Obsessed – Design customer-first experiences with empathy and ingenuity.

• ⚡ Move Fast, Learn Fast – Experiment, take action, and grow every day.

• 🎯 Own Your Impact – Think big, focus on what matters, and make decisions you stand behind.

• 🏆 Master Your Craft – Continuously elevate your expertise and bring out excellence in your team.

• 🏅 Win Together – Put goals over roles, lead with trust, and connect to our mission and each other.

What We Offer

• 💰 Ownership & Financial Security: Stock options + 401(k) with 4% match

• 🏥 Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options

• ⏰ Flexible Time: Unlimited PTO (salaried) + company holidays

• 👶 Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)

• 🛡️ Protection Plans: Life insurance + short/long-term disability coverage

• 🌟 Work Your Way: Work From Anywhere Month + meeting-free weeks yearly

• 🍽️ Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days

• 💼 Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days—a time to move faster as a team, build deeper connections, make better decisions, and build together.

What to Expect During the Interview Process

• Meet the Talent Acquisition team, Mavel W

• Meet the Hiring Manager, Rushi P.

• Participate in a Talent Showcase

• Meet Cross-functional Partners

• Background Check + Offer Stage

• Welcome to the team, Homie 🎉

💜 Belonging at Homebase - We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—so if you're excited about this role, even if you don’t meet 100% of the qualifications, we encourage you to apply!

Homebase will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

👋 Hey, We’re Homebase

Unstoppable teams start here.

Homebase is the everything app for hourly teams—built to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 100,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2.5+ million workers—and we’re just getting started.

At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us know—we’re committed to ensuring fair and equitable access for all.