Job Overview
Location
Houston
Job Type
Full-time
Category
Software Engineering
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As an AI Trainer – Support Operations at Homebase Labs Inc., you will play a pivotal role in shaping how the company’s AI-powered customer support agent understands, responds to, and resolves customer inquiries—directly impacting customer satisfaction, operational efficiency, and scalability of support services. This role is critical to Homebase’s mission of empowering small businesses by ensuring their support experiences are seamless, intelligent, and continuously improving through AI-driven automation.
- • You will own the end-to-end lifecycle of AI agent training and workflow design within the Sierra AI platform, including defining conversational journeys, mapping complex support workflows into structured AI logic, identifying gaps in agent behavior through data analysis, and iteratively building, testing, and refining solutions to improve containment rates and resolution accuracy without human handoff.
- • Your day-to-day responsibilities will include analyzing contact data, containment rates, CSAT scores, and customer sentiment using tools like Sierra AI, Level AI, and Ask AI to prioritize high-impact improvement areas; rigorously testing new AI journeys for edge cases and failure modes before deployment; monitoring live performance post-launch; and continuously refining based on real-world customer interactions and feedback.
- • You will collaborate closely with Product Managers, Engineers, and Support Subject Matter Experts to scope and build AI capabilities requiring backend integrations or new action tools, documenting workflows clearly in Google Docs and communicating technical asks in a precise, actionable manner that drives cross-functional alignment and execution.
- • You will contribute to a culture of experimentation by forming hypotheses, implementing changes, measuring outcomes, and iterating rapidly—owning your impact through data-driven decision-making and proactive identification of optimization opportunities, rather than waiting for assigned tasks.
- • You will join a mission-driven, fast-moving team at Homebase that values empathy, urgency, and collective success, where your work directly enables over 100,000 small businesses to operate more efficiently by reducing support friction and elevating the customer experience through intelligent automation.
- • In this role, you will develop deep expertise in AI agent training, conversational design, and support operations analytics—gaining rare, hands-on experience optimizing production AI systems at scale while building transferable skills in data analysis, cross-functional collaboration, and workflow optimization that are highly valuable across tech and operations domains.
🎯 Requirements
- • 2+ years of experience in AI training, support operations, conversation design, chatbot management, or a closely related role
- • Hands-on experience working with AI tools—ideally building or optimizing a customer-facing chatbot, AI agent, or automated workflow
- • Demonstrated ability to use data to identify problems, prioritize work, and measure impact
- • Strong written communication skills—essential for crafting journeys, documentation, workflows, and prompts
- • Comfort with cross-functional collaboration, including working with Product and Engineering teams
- • Ability to work in-office Monday–Thursday at the Houston hub (non-negotiable)
🏖️ Benefits
- • Ownership & Financial Security: Stock options + 401(k) with 4% match
- • Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
- • Flexible Time: Unlimited PTO (salaried) + company holidays
- • Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
- • Protection Plans: Life insurance + short/long-term disability coverage
- • Work Your Way: Work From Anywhere Month + meeting-free weeks yearly
- • Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
- • Hybrid Rhythm: Required in-office Monday–Thursday for collaboration and team connection
Skills & Technologies
Go
Hybrid
Degree Required
About Homebase Labs Inc.
Homebase Labs Inc. provides cloud-based workforce management software for small and medium-sized businesses. The platform combines employee scheduling, time tracking, team messaging, and HR tools into one integrated solution. It enables managers to create and publish schedules, track labor costs, automate payroll exports, and ensure compliance with labor regulations. Employees use the mobile app to clock in, swap shifts, request time off, and communicate with coworkers. Founded in 2014, the company serves restaurants, retail shops, salons, and other service businesses across the United States to streamline operations and reduce administrative workload.
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