Payroll Product Specialist — Customer Experience Expert

Homebase; Georgia; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Stock options + 401(k) match

Healthcare coverage

20 days PTO

AI tools access

Parental leave

Life insurance

Work From Anywhere Month

Meals & commuter benefits

Team offsites

Job summary

Homebase is hiring a Product Specialist, Payroll to support small businesses and help customers maximize Homebase Payroll. You’ll work across Product, Engineering, Operations, and Customer Experience to resolve issues, guide workflows, and deliver exceptional service during critical payroll moments.

You’ll gain deep payroll expertise, collaborate with cross-functional teams, and leverage AI tools to improve customer outcomes and productivity while maintaining a high-quality experience.

Qualifications

• 1+ years of experience supporting payroll, payroll software, HR tech or SaaS products.
• Strong understanding of payroll concepts or ability to learn complex payroll workflows quickly.
• Excellent written and verbal communication with ability to explain technical concepts clearly.
• Strong analytical thinking and attention to detail.
• Comfortable navigating ambiguity and balancing multiple conversations.
• Passion for delivering exceptional customer experiences during high-impact moments.
• Experience using CRM or customer support platforms such as Zendesk, Salesforce, or similar tools.
• Curiosity and willingness to experiment with AI tools to improve outcomes and productivity.

Responsibilities

• Deliver exceptional customer experiences across chat, email, and phone while supporting Homebase Payroll.
• Become a trusted expert in payroll workflows, including processing, tax setup, direct deposit, onboarding, corrections, and year-end activities within Homebase.
• Help customers confidently navigate payroll features and understand product functionality.
• Identify opportunities to introduce payroll features that meet customer needs and maximize value.
• Investigate complex issues, identify root causes, and drive timely resolutions with internal teams.
• Contribute customer insights to cross-functional initiatives representing the voice of the customer.
• Identify recurring trends and recommend product or process improvements for payroll.
• Use AI tools to summarize interactions, accelerate research, and improve documentation.
• Participate in testing new tools and processes, providing actionable feedback.

Skills

Payroll knowledge

Customer support

CRM tools

AI tools

Communication

Tools

Zendesk

Salesforce

Job description

Homebase is hiring a Product Specialist, Payroll to support small businesses and help customers maximize Homebase Payroll. You’ll work across Product, Engineering, Operations, and Customer Experience to resolve issues, guide workflows, and deliver exceptional service during critical payroll moments.

You’ll gain deep payroll expertise, collaborate with cross-functional teams, and leverage AI tools to improve customer outcomes and productivity while maintaining a high-quality experience.