Job Description
Hi, Future Homie! At Homebase, we’ve removed the "Hidden Tax" of small business ownership for millions, making hourly workforce management simple and stress-free. Our platform eliminates complexity, wasted time, unnecessary costs, and, most importantly, removes needless anxiety. No more pain and crisis with shift swaps and call-outs! Imagine payroll without the math! No need to fear the constantly changing labor laws. We act as their compliance shield, securing their important documentation and letting business owners focus on what matters most: their business and their people . We have the privilege of serving over 3.8 million people, logging 275 million shifts and over 60 million messages on our platform. While we are proud to support eight James Beard Award-winning restaurants in 2026, we are equally honored to serve a local non-profit farm in rural Texas, a landscape company launched by childhood friends, and a bakery founded by the dream of an 80-year-old grandmother. One Customer, One Story at a time. And the most exciting chapter is just beginning. With AI, we’re building a better, more human experience—one that empowers both employers and workers to thrive together. 📍Your Impact Starts Here We’re looking for a Senior Manager of Payroll Experience to lead the Payroll Care Team — our Tier 1 Payroll Support, Tier 2 Advanced Payroll Support, and Tax Operations functions — and serve as the senior payroll voice inside Homebase. This role is unique . The Payroll Care Team is expected to have deep expertise in the Homebase Payroll product and in payroll mechanics generally, while also maintaining fluency across our broader product lines — because we recruit primarily from the Core Experience Support team. You’ll own the path that turns strong generalists into payroll specialists, and you’ll set the bar for what “great” looks like. This is also a builder’s seat . You’ll have real agency to shape the training curriculum, the AI-powered support stack, and the prioritized voice-of-the-payroll-customer feedback loop into Product and Engineering. If you love building and leading high-performing teams, solving complex payroll challenges, and re-engineering systems with AI, we want to hear from you. Being a leader with high energy and commitment to build with our customer at the center of everything we do is essential . These are the key ways you’ll contribute and create impact in this role: Lead the Payroll Care Team Lead, coach, and grow a multi-tier team — Tier 1, Tier 2, and Tax Operations — accountable for the end-to-end payroll customer experience: accuracy, speed of resolution, and customer confidence during their most stressful moments (payroll runs, tax filings, year-end). Own the talent pipeline from Core Experience into Payroll Experience. Define the bar, design the apprenticeship path, and help decide who’s ready to cross over. Set the performance standard: define what “great” looks like for payroll support at Homebase and hold the team to it. Be the senior voice of the payroll customer inside Homebase Serve as the company’s internal authority on payroll customer experience — the person leadership turns to when payroll feedback, escalations, or strategic questions surface. Own the prioritized voice-of-the-payroll-customer feedback loop into Product and Engineering. You decide what’s noise and what’s signal, and you push hard on the signal. Partner directly with Payroll Product and Engineering leadership on roadmap inputs, beta launches, and post-launch support readiness — with a real seat at the table, not a status update. Collaborate closely on the payroll knowledge and training engine Invest in the payroll training curriculum end-to-end — content, certification, and ongoing enablement — for both new hires and Core Experience reps stepping into payroll. Decide what reps need to know, when they’re ready to support customers independently, and how their knowledge stays current as the product and tax landscape evolve. Ensure the internal knowledge base makes the team faster, more accurate, and less dependent on tribal knowledge. Drive AI-powered support transformation Collaborate with the Experience Ops team to shift from reactive ticket handling to proactive, AI-augmented payroll support — deflection, assisted resolution, and intelligent routing. Be the voice for AI tooling in payroll support: advocate for what we adopt, what we build, what we kill. Set quarterly AI workflow goals and deliver them. Coach the team to use AI fluently for diagnost