Head of Customer Care

HoneyBook is the leading client relationship platform for independent businesses. It powers billions of client interactions through tools for attracting leads, connecting with clients, booking projects, and managing payments. With HoneyBook, any independent professional can scale themselves and their business. Since the company was founded in 2013, HoneyBook members have built over 25 million client relationships and processed $11+ billion in payments on the platform. By providing an integrated suite of tools, HoneyBook simplifies workflow for independent professionals, serving as a center of gravity that streamlines operations from initial contact to final payment.

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.

We are seeking a Head of Customer Care to lead our customer care efforts and shape strategy across the breadth of our customer care org. This is a key role within the organization in which you’ll be responsible for shaping HoneyBook’s customer care vision and ensuring alignment with overall business objectives. You’ll focus on developing long-term strategies that drive customer satisfaction, retention, and growth. Reporting directly to our Chief Product Officer, you will partner with cross-functional teams to advocate for our customers and influence product and service enhancements. The initial scope of this role will encompass customer support, customer voice, and customer success, with the potential to expand leadership responsibilities to include additional teams as part of a broader customer care strategy.

This role is hybrid to our SF office, 2-3 days per week (current expectation is Wednesdays and Thursdays in-office). 

Key Responsibilities:

• Strategic Vision: Formulate and implement a forward-thinking customer care strategy that aligns with the company’s growth objectives, prioritizing customer onboarding, retention, satisfaction, and potential value expansion.
• Customer Journey Strategy: Design and optimize the end-to-end customer journey, from onboarding to ongoing engagement, ensuring that each touchpoint adds value and enhances the customer experience. This includes developing a unique engagement model for our target market of micro-businesses - not a consumer, and not an enterprise sized business. 
• Data-Driven Insights: Leverage data analytics to identify trends, assess customer needs, and drive strategic initiatives aimed at improving customer outcomes and satisfaction metrics.
• Cross-Functional Influence: Collaborate closely with product and marketing teams to integrate customer insights into product development and marketing strategies, ensuring our offerings meet evolving customer demands.
• New Customer Offerings: Explore, design and launch new customer offerings HoneyBook currently does not provide. For example: account management, implementation partners, etc.  
• Leadership Development: Build a high-performing customer care organization by fostering a culture of strategic thinking, empowerment, and continuous improvement among the team.
• Best Practices Development: Establish and promote industry best practices for customer engagement and success, ensuring the company remains a leader in delivering exceptional customer experiences.
• Stakeholder Engagement: Engage with key internal stakeholders to cultivate relationships, gather insights, and ensure alignment on customer success initiatives.

Qualifications:

• You’ve spent at least 10 years leading and scaling customer facing organizations encompassing a mix of customer support, customer success, account management, and related teams.  We also expect that you’ve done this within SaaS or fintech environments, specifically.
• Proven track record of developing and executing customer success strategies that drive retention and growth.
• Strong analytical and strategic thinking skills, with the ability to interpret data to inform business decisions, improve customer service quality, efficiency, and cost-effectiveness.
• Excellent interpersonal and communication skills; capable of building relationships with both customers externally and stakeholders internally, and influencing cross-functional teams.
• Experience navigating high-growth environments and adapting strategies to meet evolving customer needs.
• Experience working with SMBs or smaller customers
• Proven experience leading and managing high-performing customer care teams.
• Strong problem-solving and conflict resolution skills, with the ability to lead customer teams through escalated customer issues and complex service challenges effectively.
• Passionate about delivering remarkable customer experiences that maintain a human touch while implementing smart AI-native experiences.
• Bachelor’s degree in Business or a related field,  preferred.  Strong preference for candidates with an MBA.

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.
  • Base pay is $240-$250k/yr, depending on experience and skills. 
• 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.

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