Customer Support Specialist, Tier 3

HoneyBook Support Specialist

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 maintain 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 curious environment and have relevant experience, 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 on a 9am-6pm PST schedule.

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
• 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

Bonus Experience

• Intercom
• Working with BPOs
• FinTech
• Technical troubleshooting

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!

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 greatnessfor 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.

The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $150M in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M, and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures, and 01 Advisors.