Customer Support Specialist, Tier 3

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?

• Responsible for troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call.
• 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.
• 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.

What experience and skills does the right person need to possess?

• 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.
• A 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.
• 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.

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!
• Career growth: 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. 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.

Company Overview:

• HoneyBook is the leading AI-powered business management platform for service-based business owners. 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.
• 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 curious environment and have relevant experience, we encourage you to apply.

Application Information:

We collect the information that you provide in connection with your application. This includes name, contact information, professional credentials and skills, educational and work history, and other information that may be included in a resume or provided during interviews (which may be recorded).

We may also conduct background checks and receive related information. We use applicants' information to facilitate our recruitment activities and process applications, including evaluating candidates and monitoring recruitment statistics. We use successful applicants' information to administer the employment or independent contractor relationship. We may also use and disclose applicants' information (a) to improve our Services, (b) as otherwise necessary to comply with relevant laws, (c) to respond to subpoenas or warrants served on HoneyBook, and (d) to protect and defend the rights or property of HoneyBook or others.