Customer Experience Operations Lead

HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance—not replace—independent professionals, HoneyBook’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

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.

As our CX Operations Lead, you’ll drive the technology and tooling that scale and automate Member (customer) Care at HoneyBook. From conversation design to bot training, flow optimization to analytics infrastructure, you’ll build systems that solve real member problems efficiently, and at scale. With a focus on emerging AI tools, you’ll act as both architect and operator of our CX automation programs, bringing a rigorous, experiment-driven approach to improving performance. You’ll collaborate closely with Product, Engineering, and Member Care to bring new capabilities to life.

This role is hybrid to our SF office, 3 days per week.

Here are a few of the things you will do:

• Own the configuration and optimization of our CX automation systems, including AI bots, workflows, and knowledge tools. You’ll ensure performance, quality, and alignment with member experience goals.
• Design and implement automation flows that include branching logic, fallback handling, handoff pathways, and prompt tuning across our digital support surfaces.
• Improve system-level performance of tools like Intercom Fin by running structured experiments, refining flow logic, and driving containment, resolution rate, and CSAT outcomes.
• Build the infrastructure to support digital experimentation, including reporting pipelines, test design, and performance benchmarks.
• Define and track key AI performance metrics (ex. resolution rate, deflection, satisfaction), ensuring clean instrumentation and regular reporting to key stakeholders.
• Collaborate with Product, Engineering, and Support teams to align on automation strategy, launch timelines, and shared outcomes.
• Contribute to the Voice of the Customer program, surfacing systemic issues, tagging content gaps, and closing the loop between AI signals and team insights.

Here is what we’re looking for in a candidate: 

• A system-minded builder who operates like a scientist—running fast, focused experiments and continuously iterating to improve outcomes.
• Someone who takes full ownership of how AI systems are configured, trained, and deployed—not just the outputs they produce.
• A technical operator who understands the architecture of automation flows, escalation logic, and AI toolkits—and isn’t afraid to get into the weeds.
• A versatile communicator who can go deep on system logs one day and present impact to cross-functional partners the next.
• A collaborator who moves with urgency, clarity, and confidence—even in ambiguous environments.

Here is what is needed:

• 5+ years of experience in CX tech, AI operations, or support automation—ideally in a SaaS or platform-driven environment.
• Proven track record managing AI-powered tools (ex. Intercom Fin, Zendesk AI, Forethought, Kore.ai) in a live support setting.
• Experience integrating new tools into existing tech stack ecosystems. 
• Experience designing, optimizing, and maintaining automated workflows in complex environments—multilingual or multi-product preferred.
• Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics.
• Familiarity with LLM behavior and prompt design for bots, knowledge search, and digital assistants.
• Experience structuring and maintaining knowledge bases or training data to improve retrieval and system performance.
• Familiarity with the concept of REST API and JSON objects
• Ability to read and understand code, while not required, is a plus

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 $120k-$145k, 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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