Customer Support Representative (Hybrid)

The Wrap; Houston (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Stock options

401(k) with 4% match

Healthcare: medical, dental, vision

PTO: 20 days + holidays

AI tools access

Parental leave

Life insurance

Disability coverage

Work From Anywhere Month

Meals provided

Commuter benefits

Team offsites

Customer Days

In-office days Mon-Thu

Job summary

Homebase is seeking a Customer Support Representative to serve as a frontline advocate, delivering thoughtful support, onboarding guidance, and consultative recommendations. You’ll troubleshoot issues, learn product features, and help customers choose plans that fit their business needs.

The role emphasizes empathy, clear communication, and a proactive, ownership-minded approach in a fast-paced environment.

Qualifications

• 1–3 years of customer service, support, sales, or call-center experience (SaaS experience is a plus)
• 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

Responsibilities

• 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, learn from feedback, and continuously improve

Skills

Customer service experience

Communication skills

AI tools familiarity

Time management

Problem solving

Job description

Hi, Future Homie!

At Homebase, you’ll join a team that’s bold, fast-moving, and obsessed with helping small businesses thrive. We build with empathy, act with urgency, and take big swings that drive real-world impact. Here, every Homie shows up to raise the bar, support one another, and celebrate wins as a team.

We’re not just building an app—we’re building unstoppable teams. So what do you say, are you in?

Next Class Start Date: Tuesday, August 25, 2026

Your Impact Starts Here

As a Customer Support Representative, you’ll serve as a frontline advocate for our customers—helping them get real value from Homebase and supporting their day-to-day needs. The work centers on delivering thoughtful customer support, onboarding guidance, and consultative recommendations. This includes troubleshooting issues, developing a strong understanding of product features, and identifying plans or upgrades that best support each customer’s business. The role works closely with teammates and enablement partners to ensure customers feel supported at every stage of their journey.

We’re looking for customer-first, motivated professionals who enjoy helping people and solving problems in a fast-paced environment. Empathy, clear communication, and curiosity show up in every interaction—whether over chat, phone, or email. Comfort with modern tools, including AI-powered systems, helps the work move faster and smarter, alongside a strong sense of ownership and openness to feedback. This is a performance-driven environment where effort and results are recognized, and where ongoing training and continuous growth in product and customer expertise are part of how the work evolves.

These are the key ways you’ll contribute and create impact in this 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, learn from feedback, and continuously improve

The Foundation for Success

• 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

The Homie Way

• Be Customer Obsessed – Solve problems with empathy and creativity.

• Move Fast, Learn Fast – Experiment, take action, and grow every day.

• Own Your Impact – Think big, focus on what matters, and make decisions you stand behind.

• Master Your Craft – Excellence fuels impact—show up, step up, and make your mark.

• Win Together – Put goals over roles, lead with trust, and connect to our mission and each other.

What We Offer

• Ownership & Financial Security: Stock options + 401(k) with 4% match

• Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options

• Flexible Time: 20 days PTO + 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

• 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.

What to Expect During the Interview Process

• Complete a Take-Home Assessment

• Meet the Talent Acquisition team

• Meet the Hiring Manager & Stakeholders in our Houston Office, Jennifer G and Chris P

• Meet with the Director of Customer Experience, Hamza K.

• Background Check + Offer Stage

• Welcome to the team, Homie

Belonging at Homebase

We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—so if you're excited about this role, even if you don’t meet 100% of the qualifications, we encourage you to apply!

Homebase will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

Hey, We’re Homebase

Homebase is the everything app for hourly teams—built to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re just getting started.

At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us know—we’re committed to ensuring fair and equitable access for all.