Director of Support & Implementation
Director of Support & Implementation
Director of Support & Implementation
Homebase
The Director of Customer Support & Implementation at Homebase will lead the transformation of customer support and payroll onboarding into proactive, AI-enhanced experiences. The role focuses on integrating advanced AI systems, driving revenue growth, and building a high-performing team to create exceptional support operations for small businesses.
Qualification
- 8+ years of experience in building high-performing, revenue-driving support operations.
- Deep familiarity with payroll systems and onboarding processes, particularly in SaaS environments.
- Experience in creating AI-enabled customer interactions, such as intelligent self-service and AI-powered onboarding.
- Proven track record of driving customer outcomes that contribute to revenue growth.
- Exceptional collaboration skills across cross-functional teams, especially with Product, Engineering, and Revenue teams.
Responsibility
- Pioneer the vision of support-as-a-product by redefining customer support and payroll implementation processes.
- Deploy AI-driven self-service tools and predictive resolution to enhance onboarding and eliminate repetitive tasks.
- Leverage support and implementation touchpoints to drive revenue retention and expansion, aiming for 15% of total growth.
- Collaborate with Product & Engineering teams to integrate payroll implementation within the Homebase app experience.
- Own and optimize key performance indicators (KPIs) such as time-to-value, customer effort scores, and revenue retention metrics.
- Build, mentor, and scale a high-performing team of support specialists and payroll implementation experts.
- Create operational excellence by building co-located teams with a strong cultural intensity.
- Establish market leadership through innovative support operations that provide a competitive advantage.
