Customer Experience Operations Lead, HoneyBook
$120-145k
+ 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
$120-145k
+ 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
- A system-minded builder who operates like a scientist—running fast, focused experiments and continuously iterating to improve outcomes
- Someone who takes full ownership of how AI systems are configured, trained, and deployed—not just the outputs they produce
- A technical operator who understands the architecture of automation flows, escalation logic, and AI toolkits—and isn’t afraid to get into the weeds
- A versatile communicator who can go deep on system logs one day and present impact to cross-functional partners the next
- A collaborator who moves with urgency, clarity, and confidence—even in ambiguous environments
- 5+ years of experience in CX tech, AI operations, or support automation—ideally in a SaaS or platform-driven environment
- Proven track record managing AI-powered tools (ex. Intercom Fin, Zendesk AI, Forethought, Kore.ai) in a live support setting
- Experience integrating new tools into existing tech stack ecosystems
- Experience designing, optimizing, and maintaining automated workflows in complex environments—multilingual or multi-product preferred
- Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics
- Familiarity with LLM behavior and prompt design for bots, knowledge search, and digital assistants
- Experience structuring and maintaining knowledge bases or training data to improve retrieval and system performance
- Familiarity with the concept of REST API and JSON objects
- Ability to read and understand code, while not required, is a plus
What the job involves
- As our CX Operations Lead, you’ll drive the technology and tooling that scale and automate Member (customer) Care at HoneyBook
- From conversation design to bot training, flow optimization to analytics infrastructure, you’ll build systems that solve real member problems efficiently, and at scale
- With a focus on emerging AI tools, you’ll act as both architect and operator of our CX automation programs, bringing a rigorous, experiment-driven approach to improving performance
- You’ll collaborate closely with Product, Engineering, and Member Care to bring new capabilities to life
- Own the configuration and optimization of our CX automation systems, including AI bots, workflows, and knowledge tools. You’ll ensure performance, quality, and alignment with member experience goals
- Design and implement automation flows that include branching logic, fallback handling, handoff pathways, and prompt tuning across our digital support surfaces
- Improve system-level performance of tools like Intercom Fin by running structured experiments, refining flow logic, and driving containment, resolution rate, and CSAT outcomes
- Build the infrastructure to support digital experimentation, including reporting pipelines, test design, and performance benchmarks
- Define and track key AI performance metrics (ex. resolution rate, deflection, satisfaction), ensuring clean instrumentation and regular reporting to key stakeholders
- Collaborate with Product, Engineering, and Support teams to align on automation strategy, launch timelines, and shared outcomes
- Contribute to the Voice of the Customer program, surfacing systemic issues, tagging content gaps, and closing the loop between AI signals and team insights
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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