Full-Time

Customer Support Manager

Hybrid

Posted on 5/14/2024

Homebase

Homebase

1,001-5,000 employees

All-in-one small business management platform


Mid, Senior

Denver, CO, USA

Requirements
  • 2+ years of customer support management experience
  • 2+ years of payroll product support experience
  • Knowledge of payroll and payroll support
  • Experience supporting small businesses
  • Data focused mindset
  • Sharp intelligence and computer skills
  • Ability to adapt in a dynamic and growing organization
  • Solid educational background
  • Exceptional interpersonal skills
  • Self-motivated and comfortable working collaboratively and autonomously
  • Enthusiasm to be a part of a dynamic and growing company
Responsibilities
  • 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
  • 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 training new Payroll Support Specialists
  • Managing vendor relationships

Homebase provides a comprehensive suite of tools designed to simplify the day-to-day operations of small businesses. It integrates seamlessly with leading payroll and point-of-sale systems, enhancing productivity and efficiency. The inclusion of live HR expert support further positions it as a workplace that champions a collaborative and resourceful environment, aiding in professional growth and streamlined business management.

Company Stage

Series D

Total Funding

$201.9M

Headquarters

San Francisco, California

Founded

2014

Growth & Insights
Headcount

6 month growth

30%

1 year growth

90%

2 year growth

139%

Benefits

Stock options

Comprehensive insurance plans

401(k) with 4% company match

Remote, hybrid, and in-office work options

Top-of-the-line equipment and home office

Annual holidays and accrued PTO

Fun company activities