SMB Product Specialist, Core (Hybrid)

The Role

You'll help thousands of small business owners confidently use Homebase to run better businesses every day. You'll combine deep product expertise with curiosity, empathy, and problem-solving to guide customers through questions, remove friction, and help them get the most value from our Core platform—including scheduling, time tracking, team communication, hiring, and HR tools.

Every interaction is an opportunity to build trust, strengthen customer confidence, and create advocates for Homebase.

Your Impact

The Customer Experience team exists to help our customers succeed—not just solve issues. As a Product Specialist, you'll become a trusted product expert who empowers customers to confidently navigate Homebase and make informed decisions for their teams.

• Become a trusted expert in Homebase's Core platform, including Scheduling, Time Tracking, Team Communication, Hiring, HR, and related workflows.
• Identify opportunities to introduce customers to features and capabilities that better meet their needs, helping them maximize the value of Homebase.
• Investigate customer issues, identify root causes, and deliver thoughtful, complete solutions.
• Partner closely with Product, Engineering, Payroll, Sales, and Customer Success to advocate for customers and improve the overall customer experience.
• Identify recurring customer trends and provide actionable product feedback that helps improve the customer experience.
• Leverage AI tools to improve personal productivity, accelerate research, summarize customer interactions, and enhance the quality and speed of customer support.
• Participate in testing new tools and processes, providing actionable feedback that helps improve the customer and agent experience.

What You Bring

• 1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role.
• Excellent written and verbal communication skills with the ability to explain technical concepts in simple, customer-friendly language.
• Strong critical thinking and problem-solving skills with attention to detail.
• Comfortable learning new software products quickly and becoming a product expert.
• Demonstrated ability to prioritize multiple customer conversations while maintaining quality and empathy.
• Curiosity and adaptability in a fast-moving environment.
• Experience working with CRM, ticketing, or customer support platforms (Zendesk, Salesforce, Intercom, etc.) is a plus.
• Comfortable experimenting with AI tools to improve productivity and customer outcomes, with a willingness to continuously learn new technologies.

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: Work From Anywhere Month + meeting-free weeks yearly.
• Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days.
• 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 🎉