Product Support Manager, HoneyBook
$123-137k
+ Equity
3 days a week in office
Business management platform for Independents
Open for applications
Business management platform for Independents
201-500 employees
Open for applications
$123-137k
+ Equity
3 days a week in office
201-500 employees
Company mission
To make it easier to run an independent business and live a life filled with passion and purpose.
Role
Who you are
- We are looking for an experienced customer support leader with a growth mindset and a high EQ to ensure we continue to deliver the highest quality of service to our members (customers) and the team
- 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
- Understand HB's positioning in the broader market and leverage that knowledge to advise direct reports, peers and management
- Understand the competitive landscape as well as HoneyBook's strengths and weaknesses
- Leverage product and internal processes knowledge in order to influence change, mentor, problem solve and handle customer escalations
- Leverage AI tools like (Claude, ChatGPT, ScoreBuddy, Unwrap, Bagel) to boost team productivity and enhance decision making
- Foster AI fluency on your team by encouraging them to experiment with various AI tools and share their findings
- 7+ years working experience in customer support roles with at least 5 years’ experience leading customer support teams
- Growth mindset and a sense of ownership. You’ve owned your domain, you’ve tackled problems head on, and you’ve made a difference in things large and small with no task or project being beneath you
- Empathetic leadership, mentorship, and coaching skills
- Experience partnering across teams including, but not limited to Engineering, Product Education, Marketing, Finance and C-level executives
- Hands-on experience with AI tools and a proactive approach to integrating AI solutions that improve individual and team performance
- A strong understanding of Incident and Escalation Management, and advanced troubleshooting skills
- Exceptional verbal and written communication skills to inform, help, and advise team members and HoneyBook members clearly
- Strong critical thinking skills
- Strong 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
What the job involves
- Reporting to our Director of Member Experience, as our Support Manager you will oversee our team of Support Specialists as well as our BPO (Business Process Outsourcing)
- Manage the day-to-day operations of a multi-tiered support team, ensuring the team consistently meets and exceeds goals and objectives
- Oversee our relationship with an external account set-up team, including establishing processes, assuring quality, and surfacing their feedback to our product team
- Provide 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, as well as positive team morale
- Mentor the team in effectively troubleshooting our most advanced technical and non technical issues
- Occasionally, you will need you to jump into the support queues to assist members or be available on weekends to support the team
- 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 across product, engineering, marketing, and education teams to resolve member and team blockers
- Communicate progress regularly with our members 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
Our take
The self-employed sector is growing quickly, with freelancers now comprising a third of America's workforce. HoneyBook addresses the challenges faced by solo entrepreneurs by offering an all-in-one platform for client communication, invoicing, and booking. it charges a subscription fee and a 3% fee for online transactions.
While competitors like Taver, 17hats, HubSpot Sales Hub, and Calendly offer similar services, HoneyBook stands out by providing an all-in-one platform where users can generate invoices and accept payments seamlessly. This has earned the trust of service providers across the US and Canada, with HoneyBook facilitating over $9B in business bookings.
With the freelance economy in the US projected to encompass 50% of the workforce by 2027, HoneyBook, a unicorn company, is well-positioned for continued growth and success.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Nov 2021
$250m
SERIES E
May 2021
$155m
SERIES D
Total funding: $498m
Company benefits
- Medical insurance: We've got you and your family covered - from head to toe
- Parental leave: Welcome in parenthood with paid leave and quality time to spend with your family
- Open PTO: Take a break, hit reset, and come back refreshed
- Equity: Enjoy equity and retirement plans
- Wellness & development budget: Health mind, health body, and health career - it's all possible
- Hybrid workspace: Get office camaraderie or enjoy the flexibility to work wherever you work best
Company HQ
China Basin, San Francisco, CA
Leadership
Dror Shimoni
(Co-Founder & CTO)Worked as a Software Developer for companies including IDE, Matrix, AlSeek, ITG, and Semantinet.
Naama Alon
(Co-Founder)Studied Engineering, Design, and Art at Shankar. Worked as a UX Designer at RED-ID.
Oz Alon
(Co-Founder & CEO)Studied Law & Business at The Interdisciplinary Centre. Interned at Yehuda Raveh & Co. Owner of Backy Bar Ltd.
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