Customer Support Manager (Hybrid)

Customer Support Manager (Hybrid)

All of this together paints a worrying picture of internal culture, especially how it relates to what's expected of the Support function.

Homebase | $95,000-$105,000

This job is closed and no longer accepting applications. I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.

Steph's Notes:

The duties align well with the title and seniority, the pay is good for what seems like a truly mid-manager role. Why am I categorizing this as Tread Carefully, then?

It's a few things taken together that have me worrying a little bit: the "you stay calm under pressure" requirement, the repeated emphasis on "dynamic and growing company" and "constant change" that often is just code for internal chaos, the "sharp intelligence" bit which is just unnecessary and just calls up "brilliant assholes" for me, and this bit: "A goals over-roles attitude - you do what it takes, not what’s in your job description."

All of this together paints a worrying picture of internal culture, especially how it relates to what's expected of the Support function. This is not to say I wouldn't apply or that I think it's a deal breaker, but I would definitely ask some pointed questions during the interview process to better understand the actual working environment and culture.


Original Job Description: Customer Support Manager (Hybrid)

Customer Support Manager (Hybrid) at Homebase Denver, Colorado, United States

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

Reporting to the Sr. Director of Payroll Operations, you will take leadership of a small team of Customer Support Representatives, help them define processes, and prepare the team for scale. This is a new branch-off team at Homebase and we need someone who has experience managing customer support teams that support small businesses with SaaS software via phone, email, and chat.

You will make an impact by

You are a bar raiser, which means you come with

What We Offer

What to Expect During the Interview Process

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, Baseline Ventures, Cowboy Ventures, Bedrock Capital, and PLUS Capital.

At Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal-opportunity employer and participant in the U.S. Federal E-Verify program.

Accommodations will be provided during the hiring process if needed. Please advise us of any accommodations needed within your application to ensure fair and equitable access throughout the recruitment and selection process.

**Interview Recording Notice: By participating in interviews with Homebase, you consent to using Metaview, a recording and transcription tool, during the interview process. Please be aware that all interviews may be recorded and transcribed to evaluate candidates and ensure the quality of our recruitment process. If you do not consent to be recorded, please inform the Talent Team at the beginning of the call, and appropriate arrangements will be made to accommodate your preference. Your privacy is important to us, and the recorded interviews will only be used for internal evaluation and assessment of candidates.

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