Customer Support Representative - Payroll (Hybrid)


Denver, CO, US / Onsite/Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise SaaS
  • Post Date: 04/03/2024
  • Website:
  • Company Address: 835 Howard St, 2nd fl, San Francisco, California 94103, US

About Homebase

The everything app for hourly teams with scheduling, time clocks, payroll, and HR. Unstoppable teams start here.

Job Description

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?

As a Homie, you are a bar raiser, which means you come with:

  • 2+ years of customer support experience 
  • 2+ years working in payroll support or implementation 
  • Understanding of payroll fundamentals at the federal, state, and local levels
  • Proven track record of providing exceptional customer service and building strong customer relationships in a contact center environment
  • Excellent communication skills with a friendly and professional demeanor
  • Ability to effectively multitask, prioritize, and manage time in a fast-paced environment
  • Demonstrated problem-solving skills and the ability to think analytically
  • Tech-savvy with the ability to quickly learn and navigate new software applications
  • Ability to work independently as well as collaboratively within a team
  • Flexibility to adapt to changing priorities and business needs
  • Passion for supporting small businesses and helping them succeed
  • Set high standards for yourself matched with exceptional interpersonal skills
  • Grit and enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change coupled with a goals-over-roles attitude

As a Homie, you will make an impact by

Delivering excellent support services to our customers via phone, email, and chat. You will assist our clients in resolving payroll-related inquiries, troubleshooting technical issues, and ensuring their seamless usage of our payroll product. The ideal candidate will possess a strong understanding of payroll fundamentals, be technically proficient, exhibit a strong work ethic, and demonstrate a genuine passion for helping small businesses succeed.

  • Providing exceptional customer support by promptly responding to customer inquiries via phone, email, and chat channels
  • Troubleshooting and resolving customer-reported problems by effectively diagnosing and escalating issues as needed
  • Educating customers on the features, functionalities, and best practices of our payroll product
  • Keeping accurate records of customer interactions, inquiries, and resolutions in our customer support system
  • Collaborating with internal teams to convey customer feedback, identify trends, and suggest product enhancements
  • Ensuring customers are getting the most value from our products and that they are on the right plan to best meet their needs
  • Striving to exceed customer expectations and contribute to the overall customer satisfaction and retention goals
  • Staying updated on industry trends, regulations, and changes in payroll practices to ensure accurate and up-to-date support
  • Willingness to learn and keep up with product enhancements to support customers effectively

What We Offer 

  • Houston Only - This position has a base salary of $20 per hour with a target bonus opportunity of $10,400 per year, OTE $52,000.
  • 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
  • Meet the Hiring Manager
  • Participate in a Technical Interview
  • Meet the Leadership team
  • Professional Reference Checks
  • Background Check + Offer Stage
  • Welcome to the team 💜🎉
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 hourly work easier for local businesses and their employees. Homebase currently serves more than 100,000 small (but mighty) businesses with everything they need to manage their hourly teams: employee scheduling, time clocks, team communication, hiring, onboarding, and compliance. We are not Human Capital Management. We are not HR Software. We’re tools built for the busiest businesses, so owners and employees can spend less time on paperwork and more time on what matters. The Homebase team brings small business expertise from Intuit, Square, OpenTable, Yelp, Gusto, and First Data. Based in San Francisco and Houston, Homebase is backed by leading venture investors Bain Capital Ventures, Baseline Ventures, Cowboy Ventures, and Khosla Ventures.

**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.