As a Customer Support team member, you’ll work closely with our customers to help them get the most value from the Homebase product. You will be expected to ask discovery questions over the phone and via email to qualify customers' needs, recommend the best solution, and upsell during every customer interaction. Qualifying customers and helping them select the best plan is only part of the responsibility. The second part of the role enables our customers' success by ensuring they have completed the initial steps to customize their settings and get their team onboarded on the Homebase software. You will work closely with our Customer Support Enablement and Leadership team as they offer ongoing training to ensure you achieve all KPI’s.

*This is a hybrid role requiring 3 days in office (Monday, Tuesday, and Wednesday)

Anticipated Start Date: April 15, 2025

As a Homie, you will make an impact by:

Understand customers’ needs and proactively identify opportunities to sell Homebase solutions
Educate and guide customers on Homebase features and benefits, positioning upgrades as solutions that drive more value for their business
Act as the first point of contact with Homebase customers via live chat, email, and phone, providing a consultative sales experience
Handle 45+ customer conversations daily, meeting weekly KPIs including Efficiency, CSAT, Call Time, and Sales Growth through Upgrades
Leverage advanced listening, rapport-building, and closing skills to drive customer engagement and conversions
Stay up-to-date on all Homebase products and offerings, continuously developing expertise as our solutions evolve
Actively participate in team meetings and training, sharing insights and best practices
Consistently balance speed and quality, always keeping customer needs at the core of your approach
Take ownership and accountability for team goals and outcomes—both successes and challenges
Embrace a learning mindset, staying intellectually curious and committed to personal and professional growth

As a Homie, you are a bar raiser, which means you come with:

1+ years of experience in customer service (phone support, SaaS, or sales)
Proven track record of achieving sales quotas
Strong written and verbal communication skills
Comfortable working with and troubleshooting web and mobile app issues
Strong organizational skills and reliability to adapt to shift needs
Enthusiasm for being part of a dynamic, growing company with constant change and opportunity
A self-starter mentality, you’re someone who takes ownership and executes assigned processes independently
Bonus points for Spanish fluency and experience working with multi-state payroll

What We Offer:

Stock Options - Everyone is an Owner!
401(k) program + 4% company match
Employer supplemented Medical, Dental, and Vision Insurance Plans
20 days of accrued PTO, annual paid holidays and paid volunteer time off
Continued learning and development stipend
Paid life insurance
Short- and long-term disability coverage
Paid parental leave
Commuter benefits
Flexible spending account (FSA) options
Top-of-the-line equipment and stipend for workspace setup
Work from home Monday, Thursday, & Friday
Meals provided at our vibrant work spaces
Team off-sites and monthly opportunities to engage with fellow Homies

What to Expect During the Interview Process:

Meet the Talent Acquisition team, Lauren B.
Meet the Hiring Manager, MC
Meet the Leadership team
Background Check + Offer Stage
Welcome to the team 💜🎉

Diversity, Equity, and Inclusion at Homebase:

At Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal opportunity employer and participant in the U.S. Federal E-Verify program. Accommodations will be provided during the hiring process if needed. Please advise us of any accommodations needed within your application to ensure fair and equitable access throughout the recruitment and selection process.

**Interview Recording Notice

By participating in interviews with Homebase, you consent to the use of Metaview, a recording and transcription tool, during the interview process. Please be aware that all interviews may be recorded and transcribed for the purpose of evaluating candidates and ensuring the quality of our recruitment process. If you do not consent to being recorded, please inform the Talent Team at the beginning of the call, and appropriate arrangements will be made to accommodate your preference. Your privacy is important to us, and the recorded interviews will only be used for internal evaluation and assessment of candidates.

About Us

Our mission is to make small business teams unstoppable.

Homebase is the everything app for hourly teams, with employee scheduling, time clocks, payroll, team communication, HR, and more. More than 100,000 small (but mighty) businesses rely on Homebase to make work radically easy and give their teams superpowers. As the leader in small business team management, Homebase tracked 1+ billion hours for 2.5+ million workers last year.

We're based in San Francisco, Houston, Denver, and Toronto. We're backed by leading venture investors L Catterton Growth, Emerson Collective, Notable Capital, Bain Capital Ventures, Khosla Ventures, Baseline Ventures, Cowboy Ventures, Bedrock Capital, and PLUS Capital.

You'll be part of an unstoppable team that puts customers first, embraces each day with excitement, and strives for excellence in everything you do. We’re revolutionizing the way small businesses manage their teams and grow their business. What this means for you is a shared passion for innovation and making a difference for the people we serve.

So what do you say, will you join us on our mission to empower small businesses?

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