Customer Support Specialist, Tier 3

HoneyBook•San Francisco, CA

11d•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.

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

Providing world class concierge-level customer support rendering support a key differentiator.
Empowering T1 and T2 agents to successfully resolve member inquiries.
Being members’ advocate internally by partnering with cross-functional teams on high impact initiatives to elevate member experience.
Troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call.
Owning a specific function of Support and managing 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.