Member Experience Manager

at  HoneyBook

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.

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