Product Support Manager

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 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 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 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. 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!

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. $123,000 - $137,000 base

compensation 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. Applicant Information When you apply for a job or an independent contractor/agent position with HoneyBook, we collect the information that you provide in connection with your application. This includes name, contact information, professional credentials and skills, educational and work history, and other information that may be included in a resume or provided during interviews (which may be recorded). This may also include demographic or diversity information that you voluntarily provide. We may also conduct background checks and receive related information. We use applicants’ information to facilitate our recruitment activities and process applications, including evaluating candidates and monitoring recruitment statistics. We use successful applicants’ information to administer the employment or independent contractor relationship. We may also use and disclose applicants’ information (a) to improve our Services, (b) as otherwise necessary to comply with relevant laws, (c) to respond to subpoenas or warrants served on HoneyBook, and (d) to protect and defend the rights or property of HoneyBook or others. Our Privacy Policy is here . Create a Job Alert Interested in building your career at HoneyBook? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Email * Phone Country * Phone * Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Let us know what your pronoun(s) is/are (she/her, they/them, he/him, ze/zir, etc.). We'd love to learn more about you. Please share your LinkedIn profile if not provided on your resume. What about HoneyBook excites you? We operate on a hybrid schedule, requiring an in-office presence 3 days per week (San Francisco or New York - depending on

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