SMB Product Specialist, Payroll

About the role

At Homebase, you’ll join a team that’s bold, fast‑moving, and obsessed with helping small businesses thrive. We build with empathy, act with urgency, and take big swings that drive real‑world impact. Every Homie shows up to raise the bar, support one another, and celebrate wins as a team. We’re not just building an app—we’re building unstoppable teams. As a Product Specialist on our Customer Experience team, you'll help small business owners confidently run payroll while getting the most from Homebase. You'll combine payroll product expertise with empathy, curiosity, and problem‑solving to guide customers through payroll workflows, answer product questions, and help them navigate one of the most important moments in running their business. Every payroll matters. Every customer interaction is an opportunity to build trust, reduce complexity, and help customers feel confident paying their teams accurately and on time. Homebase is the everything app for hourly teams—built to simplify the day‑to‑day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re just getting started.

Responsibilities

• Deliver exceptional customer experiences across chat, email, and phone while supporting customers using Homebase Payroll.
• Become a trusted expert in payroll workflows, including payroll processing, tax setup, direct deposit, employee onboarding, payroll corrections, and year‑end payroll activities within Homebase.
• Help customers confidently navigate payroll features and understand product functionality.
• Identify opportunities to introduce customers to payroll features and capabilities that better meet their needs, helping them maximize the value of Homebase.
• Investigate complex customer issues, identify root causes, and collaborate with internal teams to drive timely resolution.
• Contribute customer insights to cross‑functional initiatives that represent the voice of the customer and influence improvements to the overall customer experience.
• Identify recurring customer trends and recommend product or process improvements that simplify payroll for customers.
• Use AI tools to summarize customer interactions, accelerate research, improve documentation, and increase productivity while maintaining a high‑quality customer experience.