Product Support Manager

HoneyBook•San Francisco, CA

8d•$123,000 - $137,000•Hybrid

About The Position

HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance—not replace—independent professionals, HoneyBook’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter. 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:

Requirements

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
Hands-on experience with AI tools and a proactive approach to integrating AI solutions that improve individual and team performance
A strong understanding of Incident and Escalation Management, and advanced troubleshooting skills
Exceptional verbal and written communication skills to inform, help, and advise 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.

Responsibilities

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
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
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
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
Leverage AI tools like (Claude, ChatGPT, ScoreBuddy, Unwrap, Bagel) to boost team productivity and enhance decision making
Foster AI fluency on your team by encouraging them to experiment with various AI tools and share their findings

Benefits

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!
Benefits & perks: From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.
Compensation: We offer a competitive salary and meaningful equity grants.

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