SMB Product Specialist, Payroll
Core
Guide small business owners through Homebase Payroll workflows via chat, email, and phone to ensure accurate and on-time payroll processing.
Role type
Senior IC Customer Experience Specialist (Payroll)
Builds
Homebase Payroll product features and customer support workflows
Domain
SaaS / Payroll / HR Technology
Deliverable
client delivery
Required skills
Payroll concepts, SaaS support, CRM platforms, AI tools, analytical thinking, problem-solving
Preferred skills
HR technology, Zendesk/Salesforce, AI experimentation
Technologies
Zendesk, Salesforce, AI tools
Responsibilities
Deliver customer support across chat, email, and phone for payroll issues; Become an expert in payroll processing, tax setup, direct deposit, and year-end activities; Identify root causes of complex issues and collaborate on resolutions; Contribute customer insights to cross-functional product improvements; Use AI tools to summarize interactions and improve documentation; Test new tools and provide feedback on agent experience.
Seniority
Mid-level, hands-on IC
