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About the role
Key responsibilities & impact- Lead our global experience teams
- Shape strategy and deliver outcomes that make a difference
- Evolve from reactive workflows into proactive, predictable, and delightful experiences
- Establish clear operating rhythms, escalation paths, and accountability across teams
- Deploy practical AI and automation to reduce manual work
- Build out new service models for customer retention and expansion
- Collaborate closely with Product and Engineering
- Own and optimize KPIs, including time-to-value, customer effort, CSAT, and revenue retention
- Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts
Requirements
What you’ll need- Have a passion for working for and serving small businesses
- Proven record in building exceptional teams
- Strong experience in coaching to performance metrics, business outcomes, and customer experience
- Prior sales experience as an individual and a leader
- Are excited to attract, recruit, develop, and retain world-class talent
- Feel a deep sense of ownership, accountability, pride, and passion for your work
- An obsessive curiosity to help people reach their potential
- A great sense of humor – we do not take ourselves too seriously
- Experience being a Homebase customer is a big plus
Benefits
Comp & perks- Ownership & Financial Security: Stock options + 401(k) with 4% match
- Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
- Flexible Time: Unlimited PTO (salaried) + company holidays
- AI Access, For Real: We invest in builders and believe that curiosity shouldn't have a paywall. That means you'll have access to paid AI tools with minimal restrictions, so you can build, experiment, and level up your craft.
- Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
- Protection Plans: Life insurance + short/long-term disability coverage
- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AIautomationKPI optimizationcustomer retentioncustomer experienceperformance metricsbusiness outcomesteam buildingsales experienceservice models
Soft Skills
leadershipcoachingaccountabilityownershipcuriosityhumormentoringcollaborationcommunicationteam scaling