Senior Manager, Payroll Experience

Homebase (YC W21)

. Lead the Payroll Care Team .

Posted 5/9/2026full-timeHouston • Texas • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

C++

About the role

Key responsibilities & impact

Lead the Payroll Care Team
Own the talent pipeline from Core Experience into Payroll Experience
Set the performance standard for payroll support at Homebase
Serve as the company’s internal authority on payroll customer experience
Own the prioritized voice-of-the-payroll-customer feedback loop
Partner directly with Payroll Product and Engineering leadership
Invest in the payroll training curriculum end-to-end
Ensure the internal knowledge base makes the team faster and more accurate
Collaborate with the Experience Ops team for proactive support
Coach the team to use AI fluently for diagnostics, communication, and documentation
Own the operational rhythm for payroll support

Requirements

What you’ll need

8+ years of experience in customer support, payroll operations, or a related domain
4+ years of experience managing frontline and/or tiered support teams
Deep expertise in multi-state payroll, tax operations, and compliance
CPP (Certified Payroll Professional), FPC, or equivalent payroll credential strongly preferred
Track record of building training programs or knowledge systems
Experience scaling support operations in a high-growth or SaaS environment
Proven ability to improve metrics like CSAT, resolution time, and quality
Demonstrated ability to retool workflows using AI or automation tools
Strong cross-functional collaboration skills
Comfortable operating in a fast-paced, high-ownership environment

Benefits

Comp & perks

Stock options + 401(k) with 4% match
Medical, dental, and vision coverage + FSA options
Flexible PTO + company holidays + designated focus periods
Access to paid AI tools with minimal restrictions
Up to 12 weeks of paid parental leave (after 6 months of service)
Life insurance + short/long-term disability coverage
Meals provided, commuter benefits, team offsites, and Customer Days
Required in-office days Monday-Thursday

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

multi-state payrolltax operationscomplianceAI diagnosticsAI communicationAI documentationsupport operationstraining programsknowledge systemsmetrics improvement

Soft Skills

leadershipcollaborationcoachingperformance managementcustomer experienceproblem-solvingadaptabilitycommunicationorganizational skillsownership

Certifications

CPPFPC