Director of Customer Support

About the Role

Join Homebase as Director of Customer Support and lead our support and payroll onboarding functions with a focus on reliable execution, operational scalability, and exceptional customer experience. You'll shape how we resolve issues quickly and accurately, streamline onboarding, and improve the end-to-end customer journey to strengthen retention and drive long-term revenue growth.

This is not about managing tickets—it's about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale. Over the next 18 months, you'll drive transformational impact across strategic operations, AI automation, revenue retention, and data-driven performance.

Key Responsibilities

• Strategic Operations & Execution: Evolve customer support and payroll implementation from reactive workflows into proactive, predictable experiences that reduce friction and build trust. Establish clear operating rhythms, escalation paths, and accountability across teams.
• AI & Automation Leadership: Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time-to-value for customers. Enhance scalability while preserving thoughtful, high-quality human interaction.
• Revenue Retention & Expansion: Leverage support and implementation touchpoints to drive customer retention and expansion. Build out new service models to better serve our diverse customer base.
• Product & Engineering Partnership: Collaborate closely with Product and Engineering to ensure payroll implementation and support workflows integrate seamlessly with the Homebase app. Ensure customer insights consistently inform roadmap priorities and experience improvements.
• Data-Driven Performance: Own and optimize KPIs including time-to-value, customer effort, CSAT, and revenue retention. Use data to identify bottlenecks and drive continuous improvement.

About Homebase

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. Every team member shows up to raise the bar, support one another, and celebrate wins as a team.

We're building sales and support operations so strong that customers become evangelists and competitors study our playbook. If you're ready to simplify payroll onboarding, elevate customer support quality, and blend thoughtful human interaction with practical automation—this is your moment.

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.