Client Success Team Leader

2 weeks ago

Houston, Texas, United States Homebase Limited Full time

Greetings, Future Team Member

As a vital part of our organization, you will join a dedicated team that prioritizes client satisfaction, approaches each day with enthusiasm, and pursues excellence in all endeavors. We are transforming the way small enterprises manage their operations and foster growth. This journey requires a shared commitment to innovation and making a positive impact on the communities we serve. Are you ready to be part of our mission to empower small businesses?

Position Overview

In this role, you will report directly to the Senior Director of Payroll Operations, leading a compact team of Client Support Representatives. Your responsibilities will include defining operational processes and preparing the team for future expansion. This newly established team at Homebase Limited requires a leader with a proven track record in managing customer support teams that assist small businesses utilizing SaaS solutions through various communication channels. You will provide support to our clients post-implementation, addressing any inquiries related to our product offerings, including payroll services.

Your Impact

You will:

  • Oversee the performance of a team of Client Support Representatives.
  • Optimize team resources to effectively handle the demands of payroll clients across multiple communication channels.
  • Monitor and manage support metrics such as ticket volume, average handling time, first contact resolution, and service levels.
  • Act as an advocate for Payroll Support, collaborating with Product, Engineering, and other internal teams to ensure client needs are met.
  • Manage support escalations and develop escalation procedures.
  • Create and implement standard operating procedures for Client Support related to Payroll.
  • Design a comprehensive training program for new hires.
  • Recruit and train new Payroll Support Specialists.
  • Maintain vendor relationships.

Your Qualifications

We are looking for candidates who possess:

  • A minimum of 2 years of experience in customer support management.
  • A minimum of 2 years of experience in payroll product support.
  • Strong knowledge of payroll processes and support.
  • A results-oriented mindset, focusing on achieving goals rather than strictly adhering to job descriptions.
  • Experience in supporting small businesses.
  • A data-driven approach to decision-making.
  • Excellent problem-solving skills and the ability to work swiftly.
  • Experience in dynamic, fast-paced environments and the capability to lead teams through change.
  • Calmness under pressure and the ability to de-escalate challenging situations.
  • A solid educational background complemented by practical experience and achievements.
  • High personal standards paired with exceptional interpersonal skills.
  • Self-motivation and the ability to work collaboratively and independently, with enthusiasm for meeting team and individual performance metrics.
  • A genuine interest in being part of a dynamic and evolving organization.

What We Offer

At Homebase Limited, we provide a range of benefits, including:

  • Stock Options - Everyone is an Owner.
  • 401(k) program with a company match.
  • Comprehensive Medical, Dental, and Vision Insurance Plans.
  • Generous paid time off and holidays.
  • Professional development stipend.
  • Life insurance and disability coverage.
  • Flexible work arrangements.
  • Top-tier equipment and workspace setup support.
  • Team-building activities and opportunities for engagement.

Our Commitment to Diversity

Homebase Limited is dedicated to creating an inclusive environment where every team member can thrive. We celebrate diverse perspectives and encourage individuals from all backgrounds to apply.

About Us

Our mission is to empower small business teams. Homebase Limited is the all-in-one application for hourly teams, offering solutions for scheduling, time tracking, payroll, team communication, and HR. We are proud to support over 100,000 small businesses in simplifying their operations and enhancing their capabilities.

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