Customer Support Specialist (Tier 3)

• 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
• 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

Benefits

• Open PTO: Take a break, hit reset, and come back refreshed
• Equity: Enjoy equity and retirement plans
• Wellness & development budget: Health mind, health body, and health career - it’s all possible
• Medical insurance: We’ve got you and your family covered - from head to toe
• Hybrid workspace: Get office camaraderie or enjoy the flexibility to work wherever you work best
• Parental leave: Welcome in parenthood with paid leave and quality time to spend with your family

• Experience in project/program management
• Product-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team
• Patience, resilience, customer intuition, and grace under pressure
• 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 sense of ownership
• Experience successfully resolving high-touch escalations
• Strong attention to detail and highly organized
• 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
• Working with BPOs
• Intercom
• FinTech
• Technical troubleshooting