Head of Customer Care, HoneyBook

• You’ve spent at least 10 years leading and scaling customer facing organizations encompassing a mix of customer support, customer success, account management, and related teams. We also expect that you’ve done this within SaaS or fintech environments, specifically
• Proven track record of developing and executing customer success strategies that drive retention and growth
• Strong analytical and strategic thinking skills, with the ability to interpret data to inform business decisions, improve customer service quality, efficiency, and cost-effectiveness
• Excellent interpersonal and communication skills; capable of building relationships with both customers externally and stakeholders internally, and influencing cross-functional teams
• Experience navigating high-growth environments and adapting strategies to meet evolving customer needs
• Experience working with SMBs or smaller customers
• Proven experience leading and managing high-performing customer care teams
• Strong problem-solving and conflict resolution skills, with the ability to lead customer teams through escalated customer issues and complex service challenges effectively
• Passionate about delivering remarkable customer experiences that maintain a human touch while implementing smart AI-native experiences
• Bachelor’s degree in Business or a related field, preferred. Strong preference for candidates with an MBA

• We are seeking a Head of Customer Care to lead our customer care efforts and shape strategy across the breadth of our customer care org
• This is a key role within the organization in which you’ll be responsible for shaping HoneyBook’s customer care vision and ensuring alignment with overall business objectives
• You’ll focus on developing long-term strategies that drive customer satisfaction, retention, and growth
• Reporting directly to our Chief Product Officer, you will partner with cross-functional teams to advocate for our customers and influence product and service enhancements
• The initial scope of this role will encompass customer support, customer voice, and customer success, with the potential to expand leadership responsibilities to include additional teams as part of a broader customer care strategy
• Strategic Vision: Formulate and implement a forward-thinking customer care strategy that aligns with the company’s growth objectives, prioritizing customer onboarding, retention, satisfaction, and potential value expansion
• Customer Journey Strategy: Design and optimize the end-to-end customer journey, from onboarding to ongoing engagement, ensuring that each touchpoint adds value and enhances the customer experience. This includes developing a unique engagement model for our target market of micro-businesses - not a consumer, and not an enterprise sized business
• Data-Driven Insights: Leverage data analytics to identify trends, assess customer needs, and drive strategic initiatives aimed at improving customer outcomes and satisfaction metrics
• Cross-Functional Influence: Collaborate closely with product and marketing teams to integrate customer insights into product development and marketing strategies, ensuring our offerings meet evolving customer demands
• New Customer Offerings: Explore, design and launch new customer offerings HoneyBook currently does not provide. For example: account management, implementation partners, etc
• Leadership Development: Build a high-performing customer care organization by fostering a culture of strategic thinking, empowerment, and continuous improvement among the team
• Best Practices Development: Establish and promote industry best practices for customer engagement and success, ensuring the company remains a leader in delivering exceptional customer experiences
• Stakeholder Engagement: Engage with key internal stakeholders to cultivate relationships, gather insights, and ensure alignment on customer success initiatives

• 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

Total funding: $498m

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.