Director of Customer Experience (Hybrid)

Hi, Future Homie!

At Homebase, we’ve removed the "Hidden Tax" of small business ownership for millions, making hourly workforce management simple and stress-free. Our platform eliminates complexity, wasted time, unnecessary costs, and, most importantly, removes needless anxiety. No more pain and crisis with shift swaps and call-outs! Imagine payroll without the math! No need to fear the constantly changing labor laws. We act as their compliance shield, securing their important documentation and letting business owners focus on what matters most: their business and their people.

We have the privilege of serving over 3.8 million people, logging 275 million shifts and over 60 million messages on our platform. While we are proud to support eight James Beard Award-winning restaurants in 2026, we are equally honored to serve a local non-profit farm in rural Texas, a landscape company launched by childhood friends, and a bakery founded by the dream of an 80-year-old grandmother. One Customer, One Story at a time.

And the most exciting chapter is just beginning. With AI, we’re building a better, more human experience—one that empowers both employers and workers to thrive together.

📍Your Impact Starts Here

As we experience unprecedented growth, we’re searching for a Director of Customer Experience to lead our global experience teams. This isn’t your typical support role. You won’t be managing call center metrics or enforcing scripts—you’ll be running a multi-million-dollar operation, shaping strategy, and delivering outcomes that truly make a difference in the lives of many.

You Should Apply If You:

• Have a passion for working for and serving small businesses

• Proven record in building exceptional teams

• Strong experience in coaching to performance metrics, business outcomes, and customer experience

• Prior sales experience as an individual and a leader

• Are excited to attract, recruit, develop, and retain world-class talent

• Feel a deep sense of ownership, accountability, pride, and passion for your work

• An obsessive curiosity to help people reach their potential

• A great sense of humor – we do not take ourselves too seriously

• Experience being a Homebase customer is a big plus

Please Don't Apply If:

• You do not understand the importance and commitment of winning as a team

• You prefer security and comfort to agency and responsibility

• You’re not comfortable being uncomfortable

Over the next 18 months, you’ll drive impact across these priorities:

• Strategic Operations & Execution

  • Evolve from reactive workflows into proactive, predictable, and delightful experiences that reduce friction and build trust.

  • Establish clear operating rhythms, escalation paths, and accountability across teams.

• AI & Automation Leadership

  • Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time-to-value for customers.

  • Enhance scalability while preserving thoughtful, high-quality human interaction.

• Revenue Retention & Expansion

  • Leverage our touchpoints to drive customer retention and expansion.

  • Build out new service models to better serve our diverse customers.

• Product & Engineering Partnership

  • Collaborate closely with Product and Engineering to ensure customer workflows integrate seamlessly with the Homebase app.

  • Ensure customer insights consistently inform roadmap priorities and experience improvements.

• Data-Driven Operational Performance

  • Own and optimize KPIs, including time-to-value, customer effort, CSAT, and revenue retention.

  • Use data to identify gaps, prioritize improvements, and continuously raise the bar.

  • Establish durable processes, documentation, and quality standards that ensure consistent execution at scale.

• Team Development

  • Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.

  • Develop leaders who bring clarity, urgency, accountability, and customer empathy.

🚀 The Foundation for Success - These are the experiences and strengths that will set you up for success in this role:

• Bachelor’s degree or equivalent experie