Director of Support & Implementation

Join to apply for the Director of Support & Implementation role at HomebaseHi, 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.OverviewWe’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 HereResponsibilitiesAs Director of Customer Support & Implementation, pioneer our vision of support-as-a-product. Integrate advanced AI systems, automation, and exceptional human insights into a seamless platform that proactively resolves issues, simplifies payroll onboarding, and drives revenue growth.Drive impact in these 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 with Product & Engineering to embed seamless payroll implementation 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.Qualifications8+ years building high-performing, revenue-driving support operations that competitors want to replicateDeep familiarity with payroll systems, onboarding processes, and integration with SaaS productsExperience building AI-enabled customer interactions (e.g., AI-powered onboarding, intelligent self-service)Proven ability to drive customer outcomes that lead directly to revenue growthExceptional cross-functional collaboration skills, particularly with Product, Engineering, and Revenue teamsA track record of launching new support and onboarding methodologies that reduce friction and enhance the customer experienceAbility to take advantage of in-person work to drive a high-energy, high-collaboration environmentWhat We OfferOwnership & Financial Security: Stock options + 401(k) with 4% matchComprehensive Healthcare: Medical, dental, and vision coverage + FSA optionsFlexible Time: Unlimited PTO (salaried) + company holidaysFamily Support: Up to 12 weeks of paid parental leave (after 6 months of service)Protection Plans: Life insurance + short/long-term disability coverageWork Your Way: Work From Anywhere Month + meeting-free weeks yearlyWorkspace Perks: Meals provided, commuter benefits, team offsites, and Customer DaysOur Hybrid Rhythm: Monday-Thursday in-office days to move faster as a team, build deeper connections, and make better decisionsWhat To Expect During The Interview ProcessMeet the Talent Acquisition teamMeet the Hiring ManagerParticipate in a Talent ShowcaseMeet Cross-functional PartnersBackground Check + Offer StageWelcome to the team, HomieBelonging at HomebaseWe’re committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—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 businesses rely on us to make work radically easier. 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.Note: This description has been refined for formatting and readability while preserving the original information. #J-18808-Ljbffr

Created: 2025-10-06