(Customer) Support 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, as our Support Manager you will oversee our team of Support Specialists, as well as our BPO (Business Process Outsourcing). 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.

Here are some of the things you will do:

Lead a team

• 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 

Elevate support operations and collaborate cross-functionally

• 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

Vendor Management

• 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 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

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 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
• A strong understanding of Incident and Escalation Management, and advanced troubleshooting skills
• Exceptional verbal and written communication skills to inform, help, and advice 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

Please keep in mind that we operate on a hybrid schedule and are not open to remote work at this time. 

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.
• 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.