Customer Support Manager (Hybrid)

Homebase | $95,000-$105,000

Steph's Notes:

The duties align well with the title and seniority, the pay is good for what seems like a truly mid-manager role. Why am I categorizing this as Tread Carefully, then?

It's a few things taken together that have me worrying a little bit: the "you stay calm under pressure" requirement, the repeated emphasis on "dynamic and growing company" and "constant change" that often is just code for internal chaos, the "sharp intelligence" bit which is just unnecessary and just calls up "brilliant assholes" for me, and this bit: "A goals over-roles attitude - you do what it takes, not what’s in your job description."

All of this together paints a worrying picture of internal culture, especially how it relates to what's expected of the Support function. This is not to say I wouldn't apply or that I think it's a deal breaker, but I would definitely ask some pointed questions during the interview process to better understand the actual working environment and culture.

Original Job Description: Customer Support Manager (Hybrid)

Customer Support Manager (Hybrid) at Homebase Denver, Colorado, United States

Hi, Future Homie! As a Homie, you'll be part of an unstoppable team that puts customers first, embraces each day with excitement, and strives for excellence in everything you do. We’re revolutionizing the way small businesses manage their teams and grow their business. What this means for you is a shared passion for innovation and making a difference for the people we serve. So what do you say, will you join us on our mission to empower small businesses?

The Job

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. 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 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.
• 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.

You will make an impact by

• 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

You are a bar raiser, which means you come with

• 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 We Offer

• Colorado Only: Annual salary $95k - $105k, dependent on experience.
• Stock Options - Everyone is an Owner!
• 401(k) program + 4% company match
• Employer supplemented Medical, Dental, and Vision Insurance Plans
• 20 days of accrued PTO, annual paid holidays, and paid volunteer time off
• Continued learning and development stipend
• Paid life insurance
• Short- and long-term disability coverage
• Paid parental leave after 1-year of service
• Commuter benefits
• Flexible spending account (FSA) options
• Top-of-the-line equipment and stipend for workspace setup
• Work from home Monday, Thursday, & Friday
• Meals provided at our vibrant workspaces
• Team offsites and monthly opportunities to engage with fellow Homies

What to Expect During the Interview 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💜🎉

Diversity, Equity, and Inclusion at Homebase

At Homebase, we take pride in fostering a welcoming space where every Homie of every gender, age, orientation, culture, and walk of life can be their full selves. Diverse perspectives empower us to build the best-in-class platform for small businesses and hourly shift workers.

We recognize that experience comes in many forms, so if you think you’re close to what we’re looking for (even if you don’t meet 100% of the qualifications), we encourage you to apply!

About Us

Our mission is to make small business teams unstoppable. Homebase is the everything app for hourly teams, with employee scheduling, time clocks, payroll, team communication, HR, and more. More than 100,000 small (but mighty) businesses rely on Homebase to make work radically easy and give their teams superpowers. As the leader in small business team management, Homebase tracked 1+ billion hours for 2.5+ million workers last year.

Homebase is based in San Francisco, Houston, Denver, and Toronto. We are backed by leading venture investors L Catterton Growth, Emerson Collective, Notable Capital, Bain Capital Ventures, Khosla Ventures, Baseline Ventures, Cowboy Ventures, Bedrock Capital, and PLUS Capital.

At Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal-opportunity employer and participant in the U.S. Federal E-Verify program.

Accommodations will be provided during the hiring process if needed. Please advise us of any accommodations needed within your application to ensure fair and equitable access throughout the recruitment and selection process.

**Interview Recording Notice: By participating in interviews with Homebase, you consent to using Metaview, a recording and transcription tool, during the interview process. Please be aware that all interviews may be recorded and transcribed to evaluate candidates and ensure the quality of our recruitment process. If you do not consent to be recorded, please inform the Talent Team at the beginning of the call, and appropriate arrangements will be made to accommodate your preference. Your privacy is important to us, and the recorded interviews will only be used for internal evaluation and assessment of candidates.