Senior Manager of Payroll Experience (Hybrid)

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 diagnostics, customer communication, and documentation — and raise the floor on what “good” looks like.

Run payroll support like an operator

• Own the operational rhythm: capacity planning, peak-period readiness (year-end, quarterly tax deadlines), and incident response when payroll issues hit customers.

• Use data to spot patterns early — driver analysis, repeat-issue elimination, first-contact resolution — and act on them without waiting for permission.

• Maintain a compliance-aware posture across the team

🚀 The Foundation for Success - These are the experiences and strengths that will set you up for success in this role:

• 8+ years of experience in customer support, payroll operations, or a related domain

• 4+ years of experience managing frontline and/or tiered support teams

• Deep expertise in multi-state payroll, tax operations, and compliance — you’ve been the person others come to with hard payroll questions.

• CPP (Certified Payroll Professional), FPC, or equivalent payroll credential strongly preferred.

• Track record of building training programs or knowledge systems that scaled a team’s capability.

• Experience scaling support operations in a high-growth or SaaS environment

• Proven ability to improve metrics like CSAT, resolution time, and quality

• Demonstrated ability to retool workflows using AI or automation tools

• Strong cross-functional collaboration skills

• Comfortable operating in a fast-paced, high-ownership environment

🤖 AI Expectations (Required)

• Lead the adoption of AI tools to improve team productivity, quality, and speed

• Identify and implement AI-enabled workflow improvements per quarter

• Coach team members on using AI for troubleshooting, documentation, and customer communication

🤝  The Homie Way - These principles guide everything we do—from how we work and make decisions to how we show up for each other.

• 💡 Be Customer Obsessed – Solve problems with empathy and creativity.

• ⚡ Move Fast, Learn Fast – Experiment, take action, and grow every day.

• 🎯 Own Your Impact – Think big, focus on what matters, and make decisions you stand behind.

• 🏆 Master Your Craft – Excellence fuels impact—show up, step up, and make your mark.

• 🏅 Win Together – Put goals over roles, lead with trust, and connect to our mission and each other.

What We Offer

• 💰 Ownership & Financial Security: Stock options + 401(k) with 4% match

• 🏥 Comprehensive Healthcare: Medical, dental, and vision coverage + FSA options

• ⏰ Paid Time Off: Flexible PTO + company holidays + designated focus periods

• 🤖 AI access, for real: We invest in builders and believe that curiosity shouldn't have a paywall. That means you'll have access to paid AI tools with minimal restrictions, so you can build, experiment, and level up your craft.

• 👶 Family Support: Up to 12 weeks of paid parental leave (after 6 months of service)

• 🛡️ Protection Plans: Life insurance + short/long-term disability coverage

• 🌟 Work Your Way: Work From Anywhere Month + meeting-free weeks yearly

• 🍽️ Workspace Perks: Meals provided, commuter benefits, team offsites, and Customer Days

• 💼 Our Hybrid Rhythm: We believe collaboration drives impact. That’s why Monday-Thursday are our required in-office days—a time to move faster as a team, build deeper connections, make better decisions, and build together.

What to Expect During the Interview Process

• Meet the Talent Acquisition team, Mavel W.

• Meet the Hiring Manager, Rushi P.

• Participate in a case study (AI + operations focus)

• Meet Cross-functional Partners (Product/Payroll Ops/CX)

• Meet with the Leadership team

• Background Check + Offer Stage

• Welcome to the team, Homie 🎉

💜 Belonging at Homebase - We're committed to fostering a welcoming space where every Homie can be their full self. Experience comes in many forms—so if you're excited about this role, even if you don’t meet 100% of the qualifications, we encourage you to apply! 

Homebase will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

👋 Hey, We’re Homebase

Homebase is the everything app for hourly teams—built to simplify the day-to-day and superpower local businesses. With tools for scheduling, time clocks, payroll, communication, HR, and more, we help teams stay connected and in control. Today, over 150,000 small (but mighty) businesses rely on us to make work radically easier. Together, we’ve tracked over a billion hours for 2M+ workers—and we’re just getting started.

At Homebase, we celebrate diversity and are proud to be an equal opportunity employer. We welcome all candidates and do not discriminate based on any legally protected status. If you need accommodations during the hiring process, please let us know—we’re committed to ensuring fair and equitable access for all.