Head of Control Innovation and Technology Director
Citi
Director of Support and Implementation
Homebase (YC W21)
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
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
Requirements
- 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
