Customer Support Representative, Homebase
$52k
OTE
This position has a base salary of $20 per hour with a target bonus opportunity of $10,400 per year. Plus stock options
3+ days a week in office
Employee scheduling software for small businesses
Job no longer available
Employee scheduling software for small businesses
1001+ employees
Job no longer available
$52k
OTE
This position has a base salary of $20 per hour with a target bonus opportunity of $10,400 per year. Plus stock options
3+ days a week in office
1001+ employees
Company mission
To make local business teams unstoppable.
Role
Who you are
- 1+ years of achieving sales quotas (via phone support is a plus)
- 1+ years experience working in customer service (phone support, SaaS, or sales)
- Bilingual in English and Spanish is a plus
- Strong written and verbal communication skills
- Experience working or interacting with various web and mobile apps; you are considered "tech-savvy"
- Organizational skills and the ability to be at work on time for your scheduled shifts
- Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change
- The focus to ensure you are a self-starter who knows how to execute the assigned process
- You’re a self-starter who thrives in a fast-paced and changing environment
- You love talking to people and always put the customer first - whether via email, chat, or phone, your people skills and empathy shine through
- You set big goals for yourself, work hard to accomplish them, and thrive in a performance-driven environment where your contributions are recognized
What the job involves
- As a Customer Success 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 1/2 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
- Understand customers' needs and identify sales opportunities
- Explain and demonstrate Homebase features and benefits
- Act as the first point of contact with Homebase customers via live chat, email, and phone
- Handle 45+ conversations a day and meet weekly KPI’s including Efficiency, CSAT, Call Time, and Upgrades
- Consistently utilize advanced listening, rapport, and closing skills
- Be an expert on all Homebase products and offerings, continuously updating your skill sets as our product offering improves/grows
- Actively participate in team meetings and training
- You’ve demonstrated that you can balance speed and quality, always keeping our customers’ needs central to your work
- You demonstrate a sense of ownership and accountability of the team’s work and outcomes — the good and the bad
- You have a learning mindset. You are intellectually curious with a desire to continuously learn and develop
- You demonstrate humility, knowing that our work isn’t about us; it’s about building in service to our customers. You share credit with team members and welcome collaboration, ideas, and feedback
Application process
- Meet the Talent Team with Alex V
- Meet the Hiring Manager with Ashlee V. & MC C
- Participate in a Sales & Service Assessment
- Meet the Leadership team with Lilly H. & Karelyn F
- Professional Reference Checks
- Background Check + Offer Stage
- Welcome to the team, Homie💜🎉
Our take
Homebase provide employees and businesses with time tracking applications, with a range of other HR functionality built in. Homebase automates the process of managing employee scheduling, and also helps companies improve internal communications.
The company contributes to the reduction of paperwork in an office by turning an array of devices into time clocks that track hours and overtime, while also providing payroll support. This makes it easier for companies to remain in sync, running a more efficient operation as a result.
Given that Homebase's customer base of small businesses is not able to pay a lot for its product, scale is the key driver in the company's future success. With over 100,000 customers already, its significant venture capital backing will ensure that the company will be able to grow (notably it's investing in Canadian talent) to provide its services on a profitable scale.
Freddie
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2024
$60m
SERIES D
Nov 2021
$30m
GROWTH EQUITY VC
Total funding: $189m
Company benefits
- Stock Options
- Paid parental leave
- Generous paid time off options
- Offsites, customer days & social events
- Work from Anywhere Month
- Medical, dental, and vision insurance
- 401(k) matching program
- Pre-tax commuter benefits
- Snacks + lunch on us at hub offices
- MasterClass at Work for ongoing learning
Company HQ
Yerba Buena, San Francisco, CA
Leadership
John Waldmann
(Founder & CEO)BA Political Science at Stanford. Associate at Boston Consulting Group, then KKR Capstone, before founding Homebase in 2014.
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