Customer Support Manager - Houston, United States - Homebase

Homebase
Homebase
Verified Company
Houston, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Hi, Future Homie


As a Homie, you'll be part of an
_unstoppable_ team that puts customers first, embraces each day with excitement, and strives for excellence in everything you do.

We're revolutionizing the way small businesses manage their teams and grow their business.

What this means for you is a shared passion for innovation and making a difference for the people we serve.

So what do you say, will you join us on our mission to empower small businesses?


The Job

  • You have a passion for small businesses and helping them succeed.
  • You have experience leading a small (but mighty) customer service team, both with inhouse employees and agents through a vendor, and like to forge the best path for growth.
  • You have worked in contact centers helping customers with SaaS platforms.
  • You are not afraid to roll up your sleeves and help customers.
  • You like to solve problems and can move fast.
  • You love working in an unstructured, fastpaced environment and you aren't afraid of change or leading your team through change.
  • You make decisions based on data.
  • You have experience supporting payroll software (not just running payroll for a company) and love the complexities of payroll and the ease it brings customers.

You will make an impact by

  • Managing the performance of a team of Customer Support Representatives
  • Tracking and owning support metrics like ticket volume, average handle time, first call resolution, service level, agent occupancy, etc.
  • Serving as an advocate for Payroll Support and our customers. Partner with Product, Engineering, and other internal teams to ensure our customers' needs are met.
  • Managing support escalations, and creating escalation procedures
  • Building out Customer Support standard operating procedures for Payroll
  • Developing a training regimen for new hires
  • Hiring and train new Payroll Support Specialists
  • Managing vendor relationships

You are a bar raiser, which means you come with

  • 2+ years of customer support management experience
  • 2+ years of payroll product support experience
  • Knowledge of payroll and payroll support
  • A goals overroles attitude you do what it takes, not what's in your job description
  • Experience supporting small businesses
  • Data focused mindset
  • Sharp intelligence and computer skills
  • Ability to adapt in a dynamic and growing organization
  • You stay calm under pressure and you can deescalate escalated situations and customers
  • Solid educational background together with reallife wisdom and achievement
  • Set high standards for yourself matched with exceptional interpersonal skills
  • Selfmotivated and comfortable working collaboratively and autonomously excited about striving toward team and individual metrics.
  • Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change

What We Offer

  • Stock Options
  • Everyone is an Owner
  • 401(k) program + 4% company match
  • Employer supplemented Medical, Dental, and Vision Insurance Plans
  • 20 days of accrued PTO, annual paid holidays, and paid volunteer time off
  • Continued learning and development stipend
  • Paid life insurance
  • Short
- and long-term disability coverage

  • Paid parental leave after 1year of service
  • Commuter benefits
  • Flexible spending account (FSA) options
  • Topoftheline equipment and stipend for workspace setup
  • Work from home Monday, Thursday, & Friday
  • Meals provided at our vibrant workspaces
  • Team offsites and monthly opportunities to engage with fellow Homies

What to Expect During the Interview Process

  • Meet the Talent Acquisition team, Lauren B.
  • Meet the Hiring Manager, Ben M.
  • Meet with a peer, Tracey J.
  • Meet the Leadership team, Cole S. or Kishore B.
  • Professional Reference Checks
  • Background Check + Offer Stage Welcome to the team, Homie

Diversity, Equity, and Inclusion at Homebase

At Homebase, we take pride in fostering a welcoming space where every Homie of every gender, age, orientation, culture, and walk of life can be their full selves.

Diverse perspectives empower us to build the best-in-class platform for small businesses and hourly shift workers. We recognize that experience comes in many forms, so if you think you're close to what we're looking for (even if you don't meet 100% of the qualifications), we encourage you to apply


About Us
Our mission is to make small business teams unstoppable.

Homebase is the everything app for hourly teams, with employee scheduling, time clocks, payroll, team communication, HR, and more.

More than 100,000 small (but mighty) businesses rely on Homebase to make work radically easy and give their teams superpowers.

As the leader in small business team management, Homebase tracked 1+ billion hours for 2.5+ million workers last year.

Homebase is based in San Francisco, Houston, Denver, and Toronto. We are backed by leading venture investors _L_ Catterton Growth, Emerson Collective, Notable Capital, Bain Capital Ventures, Khosla Ventures
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