SMB Product Specialist, Core

Homebase, Inc.; Houston (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

401(k) with 4% match

Healthcare coverage

PTO 20 days + holidays

AI tools access

Parental leave

Job summary

Homebase, Inc. is seeking a Product Specialist for Customer Experience in Houston.

You will guide thousands of small business owners on Homebase Core features—scheduling, time tracking, team communication, hiring, and HR—by blending product expertise with empathy and problem-solving. You will collaborate with product, engineering, payroll, sales, and success teams, identify feature opportunities, and leverage AI tools to improve efficiency and outcomes for customers.

Qualifications

• 1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
• Strong critical thinking and problem-solving skills with attention to detail.
• Quickly learn new software products and become a product expert.
• Ability to prioritize multiple conversations while maintaining quality and empathy.
• Curiosity and adaptability in a fast-moving environment.
• Experience with CRM/ticketing platforms such as Zendesk, Salesforce, Intercom is a plus.
• Willingness to collaborate in-office Monday-Thursday at our Houston hub location.

Responsibilities

• Delivering exceptional customer experiences across chat, email, and phone with timely, accurate product guidance.
• Becoming a trusted expert in Homebase's Core platform (Scheduling, Time Tracking, Team Communication, Hiring, HR).
• Identify opportunities to introduce features that meet customer needs and maximize Homebase value.
• Investigate issues, identify root causes, and provide complete solutions.
• Partner with Product, Engineering, Payroll, Sales, and Customer Success to improve the customer experience.
• Identify recurring trends and provide actionable product feedback.
• Leverage AI tools to improve productivity and accelerate research and summaries of interactions.
• Participate in testing new tools and processes and provide actionable feedback.
• Contribute to a culture of curiosity, learning, accountability, and continuous improvement.

Skills

Customer Support

Customer Experience

Technical Support

Product Support

CRM

Zendesk

Salesforce

Intercom

Tools

Zendesk

Salesforce

Intercom

Job description

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?

As a Product Specialist on our Customer Experience team, you'll help thousands of small business owners confidently use Homebase to run better businesses every day. You'll combine deep product expertise with curiosity, empathy, and problem-solving to guide customers through questions, remove friction, and help them get the most value from our Core platform—including scheduling, time tracking, team communication, hiring, and HR tools.

Every interaction is an opportunity to build trust, strengthen customer confidence, and create advocates for Homebase.

Your Impact Starts Here

The Customer Experience team exists to help our customers succeed—not just solve issues.

As a Product Specialist, Core, you'll become a trusted product expert who empowers customers to confidently navigate Homebase and make informed decisions for their teams. You'll balance product knowledge with empathy, helping customers achieve outcomes while sharing insights that continuously improve our product and customer experience.

You'll also embrace AI-first ways of working, using modern tools and automation to improve customer experiences, increase efficiency, and continuously evolve how work gets done.

These are the key ways you’ll contribute and create impact in this role:

• Delivering exceptional customer experiences across chat, email, and phone while providing timely, accurate product guidance.
• Becoming a trusted expert in Homebase's Core platform, including Scheduling, Time Tracking, Team Communication, Hiring, HR, and related workflows.
• Identify opportunities to introduce customers to features and capabilities that better meet their needs, helping them maximize the value of Homebase.
• Investigating customer issues, identifying root causes, and delivering thoughtful, complete solutions.
• Partnering closely with Product, Engineering, Payroll, Sales, and Customer Success to advocate for customers and improve the overall customer experience.
• Identify recurring customer trends and provide actionable product feedback that helps improve the customer experience.
• Leverage AI tools to improve personal productivity, accelerate research, summarize customer interactions, and enhance the quality and speed of customer support.
• Participate in testing new tools and processes, providing actionable feedback that helps improve the customer and agent experience.
• Contribute to a culture of curiosity, learning, accountability, and continuous improvement.

The Foundation for Success

These are the experiences and strengths that will set you up for success in this role:

• 1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role.
• Excellent written and verbal communication skills with the ability to explain technical concepts in simple, customer-friendly language.
• Strong critical thinking and problem-solving skills with attention to detail.
• Comfortable learning new software products quickly and becoming a product expert.
• Demonstrated ability to prioritize multiple customer conversations while maintaining quality and empathy.
• Curiosity and adaptability in a fast-moving environment.
• Experience working with CRM, ticketing, or customer support platforms (Zendesk, Salesforce, Intercom, etc.) is a plus.
• Comfortable experimenting with AI tools to improve productivity and customer outcomes, with a willingness to continuously learn new technologies.
• Ability to collaborate in-office every Monday-Thursday at our Houston hub location.

The Homie Way

These principles guide everything we do—from how we work and make decisions to how we show up for each other.

• 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)
• 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. Fridays are flexible — work from home or come in, your call.

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 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.