Customer Support Specialist, Tier 3

HoneyBook•San Francisco, CA

55d•$60,000 - $85,000•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. What do our Support Specialists get to do? Our Support Specialists are responsible for providing world class concierge-level customer support rendering support a key differentiator. The Support Specialist team (T3) is responsible for empowering T1 and T2 agents to successfully resolve member inquiries, and being members’ advocate internally by partnering with cross-functional teams on high impact initiatives to elevate member experience. What's a day in the life of a Support Specialist like? You'll be responsible for troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call. You’ll be a HoneyBook product expert. You will own a specific function of Support and manage projects and/or programs to ensure our team is evolving to meet our business’ and members’ expectations. You will partner with Product, Engineering, Customer Success and other teams on high-impact company initiatives to elevate member experience and achieve our goal of Support being a key differentiator. Please note, this role will require one weekend day as a part of your work week (Sunday-Thursday or Tuesday-Saturday) and we operate on a hybrid schedule, which necessitates working out of our San Francisco office location 3 days a week. What experience and skills does the right person need to possess?

Requirements

3+ years or equivalent experience in a customer support/customer service role, with at least 1 year of experience in a technical support role providing email, chat, and phone support
Excellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively and in a friendly manner
Strong attention to detail and highly organized
Strong sense of ownership
Experience in project/program management
Patience, resilience, customer intuition, and grace under pressure
Experience successfully resolving high-touch escalations
Product-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team
Growth and experimental mindset - our team and our product are evolving rapidly, requiring us to develop new skills and take on new responsibilities
Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work

Nice To Haves

Intercom
Working with BPOs
FinTech
Technical troubleshooting

Responsibilities

Troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call
Being a HoneyBook product expert
Owning a specific function of Support and manage projects and/or programs to ensure our team is evolving to meet our business’ and members’ expectations
Partnering with Product, Engineering, Customer Success and other teams on high-impact company initiatives to elevate member experience and achieve our goal of Support being a key differentiator

Benefits

Mission driven. You'll be joining more than just another startup--our members are at the heart of everything we do; in fact, we invite them to co-work in our office and collaborate with us on the product itself.
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 to all employees.
Benefits + Perks: From wellness programs to flexible paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.

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