Customer Support Specialist, Tier 3

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 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; 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? Support Specialists are responsible for providing world class concierge‑level customer support, rendering support a key differentiator. The Support Specialist team (T3) empowers T1 and T2 agents to resolve member inquiries and advocates 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? Troubleshoot and handle escalations by guiding T1 and T2 teams or following up with members via chat, email, or phone call. Serve as a HoneyBook product expert. Own a specific function of Support and manage projects or programs to evolve the team and meet business and member 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. Work one weekend day per week (Sunday‑Thursday or Tuesday‑Saturday) and be on site in our San Francisco office three days per week on a hybrid schedule. What experience and skills does the right person need to possess? 3+ years (or equivalent) in a customer support/service role, with at least 1 year in a technical support role providing email, chat, and phone support. Excellent written and verbal communication skills, able to simplify complex concepts and articulate them effectively and friendly. 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. Successfully resolved high‑touch escalations. Product‑centered curiosity and a passion for improving HoneyBook, working closely with Product and Engineering. Growth and experimental mindset—able to adapt to rapid product evolution. Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize work. Bonus Experience Intercom Working with BPOs FinTech Technical troubleshooting The Good Stuff Mission driven: Our members are at the heart of everything we do; they co‑work in our office and collaborate on product. Impact: We move quickly and encourage every employee to push the envelope and innovate. Compensation: Competitive salary and meaningful equity. Salary range $60,000–$85,000. Benefits and Perks: Wellness programs, flexible paid time off, and exceptional family leave policies. 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 enable confident decisions. 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 guide us. #J-18808-Ljbffr SupportFinity™