Customer Support Specialist Supervisor

HoneyBook•San Francisco, CA

2d•$90,000 - $110,000•Hybrid

About The Position

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. About the role: The Support Supervisor plays a critical role in ensuring our Product & Payments Support teams deliver exceptional service to our members while maintaining operational excellence across both internal and BPO partners. This role is equal parts coach, operator, and problem solver. The Support Supervisor oversees 6 internal agents and ~18 BPO agents, driving accountability on KPIs, coaching for performance, and ensuring alignment across teams. They are empowered to make independent decisions for membership exceptions, discounts, and escalated cases, while coordinating across Product/Engineering and Leadership during incidents. This role requires strong leadership, judgment, and technical depth to balance competing priorities, manage escalations, and drive quality outcomes. This role is hybrid to our SF office, 3 days per week in office.

Requirements

At least 5 years’ experience in customer support, with at least 1-2 years in a leadership/supervisory role.
Proven ability to coach and develop individuals and teams, with a track record of driving performance improvements.
Strong written and verbal communication skills; able to influence cross-functionally.
Experience managing QA processes, KPIs, and support tooling.
Strong appetite for (and ideally some experience in) leveraging AI tools to enhance your work, and that of your teams.
Skilled in balancing empathy with sound judgment when making customer-facing decisions.
Comfortable coordinating with Product/Engineering during incidents and driving escalations to resolution.

Nice To Haves

Experience managing BPO/vendor relationships.
Exposure to project management, workflow automation, or process improvement.

Responsibilities

Program & process management Oversee/manage support programs and tooling.
Drive operational excellence across both internal and BPO teams, ensuring consistency of quality and standards.
Monitor, analyze, and report on support metrics daily (CSAT, SLA etc.), flagging anomalies and opportunities for improvement.
Leverage AI tools daily to elevate the ways in which the Support team works (think: Scorebuddy to manage conversation quality, Unwrap to identify support trends)
Conduct regular QA reviews across Tier 1-3 cases.
Provide actionable coaching and performance feedback based on QA findings.
Partner with the Support and BPO Manager to identify trends, performance gaps, and training opportunities.
Directly oversee scheduling for internal teams and ensure BPO coverage, flagging any gaps to Support Managers.
Hold regular syncs with the BPO Manager to maintain alignment, quality, and accountability.
Monitor queues throughout the day, stepping in to support members alongside agents when needed.
Serve as the first point of contact for member escalations, empowered to make decisions around membership exceptions, discounts, and escalated issues.
Coordinate directly with Product/Engineering during outages, critical bugs, and high-priority issues.
Ensure important updates and high-priority communications are cascaded effectively across internal and BPO teams.
Lead by example with a proactive, resourceful, and solutions-oriented mindset.
Drive team development by identifying skill gaps and supporting training initiatives.

Benefits

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.
Benefits & perks : From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.

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