Director of Support and Implementation

Homebase (YC W21)

full-time

Posted on: 9/9/2025

Origin: • 🇺🇸 United States

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Lead

About the role

Pioneer Homebase’s vision of support-as-a-product, integrating AI, automation, and human insights
Redefine customer support and payroll implementation from reactive processes to proactive product experiences
Deploy AI-driven self-service tools and predictive resolution to eliminate repetitive tasks and accelerate onboarding
Leverage support and implementation touchpoints for revenue retention and expansion; drive 15% of total growth through support-identified expansion opportunities
Collaborate closely with Product & Engineering to embed payroll implementation within the Homebase app experience
Own and optimize KPIs such as time-to-value, customer effort scores, CSAT, and revenue retention metrics
Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts
Build co-located teams with cultural intensity and operational excellence to create a sustainable competitive advantage

8+ years building high-performing, revenue-driving support operations that competitors want to replicate
Deep familiarity with payroll systems, onboarding processes, and integration with SaaS products
Experience building AI-enabled customer interactions (e.g., AI-powered onboarding, intelligent self-service)
Proven ability to drive customer outcomes that lead directly to revenue growth
Exceptional cross-functional collaboration skills, particularly with Product, Engineering, and Revenue teams
A track record of launching new support and onboarding methodologies that reduce friction and enhance the customer experience
Ability to take advantage of in-person work to drive a high-energy, high-collaboration environment