SaaS Customer Support Specialist — AI Tools & Growth

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

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.