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 based in either San Francisco or New York City (you need not apply to both postings).  Further, we operate on a hybrid schedule, which means working out of our office in either location 2-3 days per week. 

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 tea