Customer Support Representative (Hybrid)
Your Impact Starts Here
The Customer Support Representative role at Homebase involves serving as a frontline advocate for our customers, helping them get real value from Homebase and supporting their day-to-day needs. The work centers on delivering thoughtful customer support, onboarding guidance, and consultative recommendations. This includes troubleshooting issues, developing a strong understanding of product features, and identifying plans or upgrades that best support each customer's business.
Role
- Support customers via live chat, email, and phone, delivering a thoughtful, solution-oriented experience
- Understand customer needs and guide them toward the right Homebase features or plans
- Educate customers on product functionality and best practices to drive successful onboarding
- Handle a high volume of daily interactions while meeting performance metrics (efficiency, CSAT, call time, sales outcomes)
- Use AI-enabled tools to assist with issue resolution, documentation, and productivity
- Accurately document customer interactions and outcomes in internal systems
- Stay current on Homebase product updates and process changes
- Participate in team meetings, training sessions, and knowledge sharing
- Take ownership of your results, learn from feedback, and continuously improve
The Foundation for Success
- 1–3 years of customer service, support, sales, or call-center experience (SaaS experience is a plus, not required)
- Payroll, time tracking, or financial software experience is a plus
- Strong written and verbal communication skills
- Comfort navigating web and mobile applications
- Ability to manage time, stay organized, and adapt in a queue-based environment
- Willingness to learn and use AI tools as part of daily workflows
- A growth mindset, curiosity, and a strong sense of accountability
The Homie Way
- 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 impact—show 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 + company holidays
- AI access, for real: We invest in builders and believe that curiosity shouldn't have a paywall. That means you'll have access to paid AI tools with minimal restrictions, so you can build, experiment, and level up your craft.
- Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
- Protection Plans: Life insurance + short/long-term disability coverage
- Tips: Meals provided, commuter benefits, team offsites, and Customer Days
- Workplace Perks: Work From Anywhere Month + meeting-free weeks yearly
Our Hybrid Rhythm
We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days—a time to move faster as a team, build deeper connections, make better decisions, and build together.
What To Expect During The Interview Process
- Complete a Take-Home Assessment
- Meet the Talent Acquisition team
- Meet the Hiring Manager & Stakeholders in our Houston Office
- Background Check + Offer Stage
- Welcome to the team, Homie 🎉
Belonging at Homebase
We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—so if you're excited about this role, even if you don’t meet 100% of the qualifications, we encourage you to apply!
Equal Opportunity Employer
Homebase will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.