SMB Product Specialist – Core

Homebase (YC W21)

. Deliver customer experiences across chat, email, and phone .

Posted 11/5/2026full-timeHouston • Texas • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Homebase’s Core platform, including Scheduling, Time Tracking, Team Communication, Hiring, and HR, while delivering exceptional customer experiences across various channels. Proficient in using AI tools to enhance support quality and capable of providing actionable product feedback based on customer interactions.

Highest-signal resume keywords

Customer Support ExperienceExcellent Communication SkillsCritical ThinkingCRM Software ProficiencyAI Tools Experimentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTechnical SupportProduct SupportSchedulingTime TrackingTeam CommunicationHiringHRProblem-SolvingAttention to Detail

Soft Skills

EmpathyCuriosityAdaptabilityCollaborationTime Management

Tools & Technologies

ZendeskSalesforceIntercomAI Tools

Industry Keywords

Customer ExperienceCustomer AdvocacyContinuous ImprovementProduct FeedbackCustomer Trends

About the role

Key responsibilities & impact

Deliver customer experiences across chat, email, and phone
Provide timely and accurate product guidance
Become a trusted expert in Homebase’s Core platform, including Scheduling, Time Tracking, Team Communication, Hiring, and HR
Introduce customers to features and capabilities that meet their needs
Investigate customer issues, identify root causes, and provide complete solutions
Partner with Product, Engineering, Payroll, Sales, and Customer Success
Advocate for customers and improve the overall customer experience
Identify recurring customer trends and provide actionable product feedback
Use AI tools to improve productivity, accelerate research, summarize customer interactions, and enhance support quality and speed
Test new tools and processes and provide actionable feedback
Contribute to a culture of learning, accountability, and continuous improvement

Requirements

What you’ll need

1+ years of experience in Customer Support, Customer Experience, Technical Support, Product Support, or another customer-facing role
Excellent written and verbal communication skills
Ability to explain technical concepts in simple, customer-friendly language
Strong critical thinking and problem-solving skills
Attention to detail
Comfortable learning new software products quickly and becoming a product expert
Ability to prioritize multiple customer conversations while maintaining quality and empathy
Curiosity and adaptability in a fast-moving environment
Experience with CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or Intercom is a plus
Comfortable experimenting with AI tools and willingness to continuously learn new technologies
Ability to collaborate in-office every Monday-Thursday at the Houston hub location
Professional English fluency required
Spanish proficiency is a plus

Benefits

Comp & perks

Stock options
401(k) with 4% match
Medical, dental, and vision coverage
FSA options
20 days PTO
Company holidays
Paid AI tools with minimal restrictions
Up to 12 weeks of paid parental leave after 6 months of service
Life insurance
Short-term disability coverage
Long-term disability coverage
Work From Anywhere Month
Meeting-free weeks yearly
Meals provided
Commuter benefits
Team offsites
Customer Days
Flexible Fridays: work from home or come in