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Homebase is an all-in-one platform for hourly teams, helping over 150,000 small businesses manage scheduling, time tracking, payroll, communication, HR, and more. The company has tracked over a billion hours for 2M+ workers and is rapidly expanding.
As a Product Specialist on the Customer Experience team, you will become a trusted expert in the Homebase Payroll product, helping small business owners confidently run payroll and maximize the platform's value. You will work at the intersection of customer support, product expertise, and operational excellence, focusing on critical moments in the payroll journey.
Key responsibilities include:
- Deliver exceptional customer experiences across chat, email, and phone for Homebase Payroll users
- Master payroll workflows including payroll processing, tax setup, direct deposit, employee onboarding, payroll corrections, and year-end activities
- Guide customers through payroll features and help them understand product functionality
- Identify opportunities to introduce customers to features that better meet their needs
- Investigate complex customer issues, identify root causes, and collaborate with Product, Engineering, and Operations teams for resolution
- Contribute customer insights to cross-functional initiatives that influence product improvements
- Identify recurring customer trends and recommend process or product enhancements
- Leverage AI tools to summarize interactions, accelerate research, improve documentation, and increase productivity
- Participate in testing new tools and processes, providing actionable feedback
- Build customer trust through clear communication, expectation-setting, and thoughtful solutions
You will work Monday-Thursday in the Houston office (required in-office days for collaboration and team connection), with Fridays flexible. The role emphasizes moving fast, learning continuously, and owning your impact while maintaining exceptional service quality.
Requirements:
- 1+ years of experience in payroll support, payroll software, HR technology, SaaS products, customer support, customer experience, or technical support
- Strong understanding of payroll concepts or demonstrated ability to learn complex payroll workflows quickly
- Excellent written and verbal communication skills with ability to explain technical or payroll concepts clearly and confidently
- Strong analytical thinking and problem-solving skills with exceptional attention to detail
- Comfortable navigating ambiguity and balancing multiple customer conversations while maintaining quality
- Passion for delivering exceptional customer experiences during high-impact moments
- Experience using CRM or customer support platforms such as Zendesk, Salesforce, or similar tools
- Curiosity and willingness to experiment with AI tools to improve customer outcomes and personal productivity
