Customer Support Manager, Homebase
$95-105k
+ Stock options
More information about location
2 days a week in office (Broadway, CO)
Employee scheduling software for small businesses
Job no longer available
Employee scheduling software for small businesses
1001+ employees
Job no longer available
$95-105k
+ Stock options
More information about location
2 days a week in office (Broadway, CO)
1001+ employees
Company mission
To make local business teams unstoppable.
Role
Who you are
- This is a new branch-off team at Homebase and we need someone who has experience managing customer support teams that support small businesses with SaaS software via phone, email, and chat
- You have a passion for small businesses and helping them succeed
- You have experience leading a small (but mighty) customer service team, both with in-house employees and agents through a vendor, and like to forge the best path for growth
- You have worked in contact centers helping customers with SaaS platforms
- You are not afraid to roll up your sleeves and help customers
- You like to solve problems and can move fast
- You love working in an unstructured, fast-paced environment and you aren't afraid of change or leading your team through change
- You make decisions based on data
- You have experience supporting payroll software (not just running payroll for a company) and love the complexities of payroll and the ease it brings customers
- 2+ years of customer support management experience
- 2+ years of payroll product support experience
- Knowledge of payroll and payroll support
- A goals over-roles attitude - you do what it takes, not what’s in your job description
- Experience supporting small businesses
- Data focused mindset
- Sharp intelligence and computer skills
- Ability to adapt in a dynamic and growing organization
- You stay calm under pressure and you can de-escalate escalated situations and customers
- Solid educational background together with real-life wisdom and achievement
- Set high standards for yourself matched with exceptional interpersonal skills
- Self-motivated and comfortable working collaboratively and autonomously - excited about striving toward team and individual metrics
- Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change
What the job involves
- Reporting to the Sr. Director of Payroll Operations, you will take leadership of a small team of Customer Support Representatives, help them define processes, and prepare the team for scale
- You will be supporting our customers post-implementation with any questions they have about the Homebase product in general including payroll
- You manage the team’s performance through measurement of productivity and quality and make recommendations on how to improve quality and scale effectively
- You’ll directly plan and implement preparations for the End of Year season supporting customer needs. over-prepared for our customers’ End of Year payroll needs
- Managing the performance of a team of Customer Support Representatives
- Optimizing team resources to meet volume demands of payroll customers across multiple channels - email & phone
- Tracking and owning support metrics like ticket volume, average handle time, first call resolution, service level, agent occupancy, etc
- Serving as an advocate for Payroll Support and our customers. Partner with Product, Engineering, and other internal teams to ensure our customers’ needs are met
- Managing support escalations, and creating escalation procedures
- Building out Customer Support standard operating procedures for Payroll
- Developing a training regimen for new hires
- Hiring and train new Payroll Support Specialists
- Managing vendor relationships
Application process
- Meet the Talent Acquisition team, Lauren B
- Meet the Hiring Manager, Ben M
- Meet with a peer, Tracey J
- Meet the Leadership team, Cole S. or Kishore B
- 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.
Salary benchmarks
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