Senior Product Specialist

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 different 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.

As a Senior Product Specialist, your North Star is creating a frictionless experience for our members (customers) leading up to and during product releases. You will deeply understand your product area and enable our Support and Education teams by applying your product expertise to product launches, user support needs, and training. You'll also partner with cross-functional product development teams, providing recommendations that you cultivate as a result of analyzing user support trends and other data.  You will advocate for and represent the voice of our members and Support, ensuring feature rollout readiness (for Support and Education teams). Success in this role means advocating for and representing our member by surfacing meaningful feedback on designs, conducting deep dives and proactively uncovering and surfacing trends, and aligning member feedback with company goals and objectives. You are meticulous and can work through ambiguity by focusing on your North Star as a Senior Product Specialist. 

Core Responsibilities:

• Participate in product development cycles, representing the need of the member and ensuring readiness within the Support team
• Provide data-driven insights and member feedback to Product teams before, during, and after product release to support their goals, influence their direction, and help create a positive member experience
• Represent Member and Support POV in cross-functional meetings and more broadly within the company by providing feedback and surfacing trends pertaining to both new and existing features/ products coming to market
• Partner with product development team members in early stage feature design to ensure a smooth roll out
• Proactively flag support case insights surfaced following new feature releases and feature updates for new and existing releases for assigned product area to appropriate pro-dev teams
• Ensure Support team readiness for new releases by partnering with Product Marketing and Product Management on Support training as needed
• Leverage skills as our members’ advocate for ad hoc company projects
• Function as a resource for the product release team, as well as the broader organization, on Support processes and insights

Qualifications: 

• 3-5 years experience in a customer experience-related operations or project management role, or other relevant experience; experience in a SaaS environment preferred 
• Proven business acumen, problem-solving skills, and critical thinking skills 
• Demonstrated ability to autonomously and effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly changing environment
• Strong analytical skills, with the ability to see the big picture, identify trends, and eventually formulate and present analyses to influence change with both technical and non-technical stakeholders 
• Outstanding interpersonal skills and empathy for customers
• Highly organized and comfortable working with cross-functional stakeholders across global time zones on a variety of ad hoc initiatives 
• Outstanding written and verbal communication with all levels of the business from Member Support to C-level
• Operate and execute with a sense of urgency to achieve business outcomes
• Hands-on and willing to get hands dirty on execution

The good stuff:

Mission-driven: You'll be joining more than just another startup - our members are 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 + meaningful equity based on merit.

• $90k - $112k base salary

Benefits + Perks: From wellness programs to exceptional family leave policies, the health and happiness of our employees is foremost.

Our core values:

People come first - As we explore opportunities and work through challenges.

Raise the bar - We push for greatness - for ourselves and our members.

Own it - Trust and ownership let us make decisions with confidence.

We love what we do - And 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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