Honey is expanding rapidly and we’re looking for a passionate Customer Experience Manager to champion Honey’s members and take our support team to the next level! Our ideal candidate will understand why and how to move beyond traditional, reactionary support in order to provide an experience that delights members.

Responsibilities

• Establish & track Customer Support and Community Management KPIs to ensure that Honey delivers the best customer experience to its members
• Proactively engage and grow the Honey community across Honey’s blogs, paid and organic social media, earned media, and email
• Go above and beyond to identify, investigate, and solve member inquiries in a memorable, personalized, and timely way
• Work with engineers to troubleshoot member issues and report bugs
• Create and maintain support collateral that will educate and delight members
• Work with the Director of Consumer Communications to improve existing support channels and to identify and launch new ones
• Report on member feedback and behavior in order to create recommendations for improving member experience, education, and success
• Report on the performance and needs of the support team and the people within it

Requirements

• At least 4 years in a similar Customer Facing position
• At least 1 year of leadership experience
• Exceptional written communication skills
• Experience working with Engineering Teams
• Experience defining data trends within consumer feedback
• Experience with social media management, including with tools for posting, listening, and engaging
• You’re versatile, adaptable, and open to change (This is a new role in an evolving department, so you’ll need to grow in different directions as we do and will help guide us where we’re going)