Member Experience Manager

HoneyBook is the leading clientflow management platform that makes it easy for independent business owners to sell and deliver their services online.

Offering powerful tools for communication, contracts, invoicing, payments, and more, the platform puts independent professionals in control of their process and client experience.

HoneyBook is trusted by over 100,000 service-based businesses in the United States and Canada that have booked more than $12 billion in business on the platform.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset.

We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

Reporting to our Director of Member Experience, you will oversee our team of Product Support Specialists and BPO (Business Process Outsourcing).

We are looking for an experienced customer support leader with the growth mindset and a high EQ to make sure we are delivering the highest quality of service to our members and the team.

Here are some of the things you will do : Team Management

• Manage the day-to-day operations of a multi-tiered support team, ensuring the team consistently meets goals and objectives.
• Responsible for the account set-up team, processes, quality, and feedback to product.
• Responsible for team morale, mentorship, career development and ongoing feedback of direct reports in regular weekly 1 : 1s, managing time off requests and performance issues, and providing support / resolution to blockers to ensure employee enablement and success.
• Mentor the team in effectively troubleshooting the most advanced technical and non-technical issues.
• Occasionally you will need to jump into the support queues to assist members or be available on weekends to support the team.

Operations and Cross-Functional Collaboration

• Establish policy and operation guidance based on best practices.
• Create playbooks and document standard operating procedures, including policies, knowledge sharing, and documentation.
• Set standards and management of SLAs and effectively communicate with internal and external stakeholders within determined SLA, and efficient follow-ups to resolution.
• Manage the support ticket process (Jira) ensuring SLAs are achieved and implement process improvement changes when needed.
• Collaborate cross-functionally to resolve member and team blockers.
• Communicate progress regularly with customers and internal teams including post mortem, Root Cause Analysis and Preventive / Corrective actions.
• Keep accurate records and document customer service actions and discussions, and report back on results.
• Initiate and lead evergreen policies and processes.
• Manage BPO partner and execute strategy for scaling a multi-tiered support team.
• Provide best practices and context to BPO to achieve desired outcomes.
• Meet regularly with BPO for performance updates and address issues and blockers.

In addition to successfully executing the responsibilities above, you will be expected to :

• Understand HB's positioning in the broader market and able to advise direct reports, peers and management with knowledge.
• Understand the competitive landscape and HoneyBook's strengths and weaknesses.
• Know the product and internal processes in order to influence change, mentor, problem solve and handle customer escalations.

Here is what we’re looking for in a candidate :

• 7+ years working experience in customer support roles with at least 5 years’ experience leading customer support teams.
• Growth mindset and ownership. We are a startup and you will need to roll up your sleeves.
• Empathetic leadership, mentorship, and coaching skills.
• Ability to collaborate with cross-functional teams including, but not limited to Engineering, Product Education, Marketing, Finance and C-level executives.
• A strong understanding of Incident and Escalation Management.
• Exceptional verbal and written communication skills to inform, help, and advise team members and HoneyBook members clearly.
• Strong critical thinking skills.
• Advanced troubleshooting, organization and multitasking skills.
• Experience with customer support tools, we use Intercom.
• Experience rapidly scaling support teams and managing a tiered support team, both in-house and outsourced.

The good stuff :

Mission-driven : You'll be joining more than just another startup. Our members’ success is at the heart of everything we do.

Check out the role overview below If you are confident you have got the right skills and experience, apply today.

Impact : We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box thinking and innovation;

be ready to fail fast and often!

Compensation : We offer a competitive salary and meaningful equity grants. $108K-$133K base compensation.

Benefits & perks : From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.

Our core values :

• People come first : We prioritize people as we explore opportunities and work through challenges.
• Raise the bar : We push for greatness for ourselves, each other, and our members.
• Own it : Trust and ownership let us make decisions with confidence.
• We love what we do : We bring passion to our work and love what we create for our members.
• Keep it real : Authenticity, respect, and transparency are at our core.

The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $150B in revenue per year in the US.

Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M, and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures, and 01 Advisors.

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