HoneyBook Inc.
Customer Support Specialist, Tier 3
HoneyBook Inc., San Francisco, California, United States, 94199
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.
What do our Support Specialists get to do?
Our Support Specialists are responsible for providing world‑class concierge‑level customer support. The team empowers T1 and T2 agents to resolve member inquiries and partners with cross‑functional teams on high‑impact initiatives to elevate member experience. Day in the Life
You’ll troubleshoot and handle escalations by guiding T1 and T2 teams or following up with members via chat, email or phone call. You’ll own a specific function of Support, manage projects and/or programs, and partner with Product, Engineering, Customer Success and other teams on high‑impact initiatives to elevate member experience. Requirements
3+ years in a customer support or customer service role, including at least 1 year of technical support experience providing email, chat, and phone support Excellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively in a friendly manner Strong attention to detail and highly organized Strong sense of ownership Experience in project or program management Patience, resilience, customer intuition, and grace under pressure Experience successfully resolving high‑touch escalations Product‑centered curiosity and a determination to constantly improve HoneyBook Growth and experimental mindset; the team and product are evolving rapidly, requiring new skills and responsibilities Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work Bonus Experience
Intercom Working with BPOs FinTech Technical troubleshooting Compensation and Perks
Competitive salary + meaningful equity to all employees Salary range for this role is $60,000‑$85,000 Benefits include wellness programs, flexible paid time off and exceptional family leave policies Our Core Values
People come first Raise the bar Own it We love what we do Keep it real Equal Opportunity Employer
HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status or other applicable legally protected characteristics.
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Our Support Specialists are responsible for providing world‑class concierge‑level customer support. The team empowers T1 and T2 agents to resolve member inquiries and partners with cross‑functional teams on high‑impact initiatives to elevate member experience. Day in the Life
You’ll troubleshoot and handle escalations by guiding T1 and T2 teams or following up with members via chat, email or phone call. You’ll own a specific function of Support, manage projects and/or programs, and partner with Product, Engineering, Customer Success and other teams on high‑impact initiatives to elevate member experience. Requirements
3+ years in a customer support or customer service role, including at least 1 year of technical support experience providing email, chat, and phone support Excellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively in a friendly manner Strong attention to detail and highly organized Strong sense of ownership Experience in project or program management Patience, resilience, customer intuition, and grace under pressure Experience successfully resolving high‑touch escalations Product‑centered curiosity and a determination to constantly improve HoneyBook Growth and experimental mindset; the team and product are evolving rapidly, requiring new skills and responsibilities Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work Bonus Experience
Intercom Working with BPOs FinTech Technical troubleshooting Compensation and Perks
Competitive salary + meaningful equity to all employees Salary range for this role is $60,000‑$85,000 Benefits include wellness programs, flexible paid time off and exceptional family leave policies Our Core Values
People come first Raise the bar Own it We love what we do Keep it real Equal Opportunity Employer
HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status or other applicable legally protected characteristics.
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