Member Experience 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, 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.

Here are some of the things you will do:

Team Management

• Manage the day-to-day operations of a multi-tiered support team, ensuring the team consistently meets goals and objectives
• Responsible for the account set-up team, processes, quality, and feedback to product
• Responsible for team morale, 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
• Mentor the team in effectively troubleshooting the 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 

Operations and Cross-Functional Collaboration

• 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 to resolve member …