Homebase (YC W21)

Customer Support Representative

Homebase (YC W21)

full-time

Posted on:

Location Type: Hybrid

Location: Houston • United States

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Job Level

Junior

About the role

  • Support customers via live chat, email, and phone, delivering a thoughtful, solution-oriented experience
  • Understand customer needs and guide them toward the right Homebase features or plans
  • Educate customers on product functionality and best practices to drive successful onboarding
  • Handle a high volume of daily interactions while meeting performance metrics (efficiency, CSAT, call time, sales outcomes)
  • Use AI-enabled tools to assist with issue resolution, documentation, and productivity
  • Accurately document customer interactions and outcomes in internal systems
  • Stay current on Homebase product updates and process changes
  • Participate in team meetings, training sessions, and knowledge sharing
  • Take ownership of your results, learning from feedback, and continuously improve

Requirements

  • 1–3 years of customer service, support, sales, or call-center experience (SaaS experience is a plus, not required)
  • Payroll, time tracking, or financial software experience is a plus
  • Strong written and verbal communication skills
  • Comfort navigating web and mobile applications
  • Ability to manage time, stay organized, and adapt in a queue-based environment
  • Willingness to learn and use AI tools as part of daily workflows
  • A growth mindset, curiosity, and a strong sense of accountability
Benefits
  • 💰 Ownership & Financial Security: Stock options + 401(k) with 4% match
  • 🏥 Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
  • ⏰ Flexible Time: 20 days PTO (hourly) + company holidays
  • 👶 Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
  • 🛡️ Protection Plans: Life insurance + short/long-term disability coverage
  • 🌟 Work Your Way: Work From Anywhere Month + meeting-free weeks yearly
  • 🍽️ Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
  • 💼 Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days— a time to move faster as a team, build deeper connections, make better decisions, and build together.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesupportsalescall-center experiencepayroll softwaretime tracking softwarefinancial softwareAI toolsdocumentationperformance metrics
Soft Skills
communication skillstime managementorganizational skillsadaptabilitygrowth mindsetcuriosityaccountabilitysolution-orientedownershipfeedback responsiveness