Customer Support Representative (Hybrid) - Homebase : Job Details

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 appwe're building unstoppable teams. So what do you say, are you in?

Your Impact Starts Here

We're looking for a Customer Support Representative who's passionate about helping small business owners and their teams get the most out of the Homebase platform. You'll focus on onboarding, consultative support, and solution-oriented sellingall while adopting and navigating our evolving AI-driven tools and systems.

This is a unique opportunity to build deep customer relationships while shaping how we deliver proactive, tech-enabled support at scale. You'll collaborate across Success, Product, and Enablement teams to deliver real results and raise the bar every step of the way. If you love fast-paced environments, operational excellence, and meaningful customer impact, we want to hear from you.

These are the key ways you'll contribute and create impact in this role:

• Lead and execute customer onboarding and consultation to drive engagement and product adoption
• Partner cross-functionally with Success, Product, and Enablement to deliver seamless support experiences
• Manage and improve initial setup workflows and self-serve configuration tools for customers
• Support day-to-day operations through 45+ customer interactions (chat, phone, email) with consultative care
• Experiment with emerging AI and automation tools to improve response speed, knowledge surfacing, and personalized support
• Deliver insights and recommendations based on customer feedback, AI-flagged patterns, and platform trends

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

• 1+ years of customer support, SaaS, phone-based service, or sales experience
• Proven success in a performance-based environment (sales, KPIs, support SLAs)
• Experience working with or troubleshooting modern web and mobile applications
• Curiosity and comfort with AI tools, you're not afraid to test, learn, and improve workflows
• Strong written and verbal communication skills with an empathetic, solution-first mindset
• A self-starter attitude with comfort in fast-changing and tech-driven environments
• Ability to collaborate in the office MondayThursday

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

• Be Customer Obsessed Solve problems with empathy and creativity.
• 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 Excellence fuels impactshow up, step up, and make your mark.
• 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: 20 days PTO (hourly) + 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
• Ideal Setup: 4 collaborative office days (Monday-Thursday), and WFH on Friday

What to Expect During the Interview Process

• Take Home Assessment
• Meet the Talent Acquisition team, Lauren B or Phollie R.
• Meet the Hiring Manager (Michael C.) & Team Lead (Karelyn F.)
• Background Check + Offer Stage
• Welcome to the team

Belonging at Homebase - We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many formsso 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 teamsbuilt 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 workersand 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 knowwe're committed to ensuring fair and equitable access for all.