Job Overview
Location
Houston
Job Type
Full-time
Category
Customer Success
Date Posted
May 6, 2026
Full Job Description
đź“‹ Description
- • As Director of Customer Experience at Homebase Labs Inc., you will lead global experience teams to transform customer interactions into proactive, delightful, and trust-building experiences that reduce friction and empower small businesses.
- • You will drive strategic operations, AI and automation integration, revenue retention, product-engineering collaboration, data-driven performance, and team development across support and payroll implementation teams.
- • You will report to leadership and collaborate with cross-functional partners to shape customer experience strategy, optimize KPIs like CSAT and time-to-value, and ensure customer insights inform product roadmap.
- • You will build, mentor, and scale a high-performing team, develop future leaders, and foster a culture of ownership, empathy, and continuous improvement aligned with Homebase’s mission to serve hourly workers and small businesses.
🎯 Requirements
- • Bachelor’s degree or equivalent experience
- • Proven experience building and leading high-performing teams in customer experience or support environments
- • Strong background in coaching to performance metrics, business outcomes, and customer experience improvement
- • Prior sales experience as both an individual contributor and a leader
- • Demonstrated ability to use data to drive operational performance, including KPI ownership and optimization
🏖️ Benefits
- • Stock options and 401(k) with 4% company match
- • Comprehensive healthcare coverage including medical, dental, vision, and FSA options
- • Unlimited PTO for salaried employees plus company holidays
- • Up to 12 weeks of paid parental leave after 6 months of service
- • Access to paid AI tools with minimal restrictions for experimentation and skill development
- • Life insurance, short- and long-term disability protection
- • Work From Anywhere Month and meeting-free weeks annually
- • Meals provided, commuter benefits, team offsites, and Customer Days
- • Hybrid work model: required in-office Monday–Thursday for collaboration and team building
Skills & Technologies
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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