Job Overview
Location
Houston
Job Type
Full-time
Category
HR & Recruiting
Date Posted
May 10, 2026
Full Job Description
đź“‹ Description
- • Lead the Payroll Care Team to deliver accurate, timely, and empathetic payroll support during high-stress moments like payroll runs and tax filings, ensuring customer confidence and operational excellence.
- • Own the talent pipeline from Core Experience to Payroll Experience by defining apprenticeship paths, setting performance standards, and coaching multi-tier teams (Tier 1, Tier 2, Tax Operations) to become payroll specialists.
- • Serve as the senior internal authority on payroll customer experience, driving the voice-of-the-customer feedback loop into Product and Engineering with real influence on roadmap decisions and AI-powered support transformation.
- • Build and scale payroll training curriculum, knowledge systems, and AI-augmented workflows to improve first-contact resolution, reduce tribal knowledge dependency, and elevate team capability in a fast-paced SaaS environment.
🎯 Requirements
- • 8+ years of experience in customer support, payroll operations, or a related domain
- • 4+ years of experience managing frontline and/or tiered support teams
- • Deep expertise in multi-state payroll, tax operations, and compliance — CPP, FPC, or equivalent payroll credential strongly preferred
- • Proven ability to improve metrics like CSAT, resolution time, and quality through AI-enabled workflow improvements and operational optimization
- • Track record of building training programs or knowledge systems that scaled team capability in high-growth or SaaS environments
🏖️ Benefits
- • Ownership & Financial Security: Stock options + 401(k) with 4% match
- • Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options
- • Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)
- • AI access for real: Unrestricted access to paid AI tools to build, experiment, and level up your craft
- • Work Your Way: Work From Anywhere Month + meeting-free weeks yearly + hybrid rhythm (Mon-Thurs in-office)
- • Protection Plans: Life insurance + short/long-term disability coverage
- • Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days
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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