Customer Support Specialist (Tier 3)

Honeybook; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Open PTO

Equity and retirement plans

Wellness & development budget

Medical insurance

Hybrid workspace

Parental leave

Job summary

HoneyBook is seeking a Support Specialist (T3) to empower frontline agents and advocate for members, partnering with Product, Engineering and CS on high-impact initiatives to elevate the member experience.

You will troubleshoot escalations, guide T1/T2 teams via chat, email or phone, and own a function of Support to help HoneyBook differentiate itself by delivering world-class concierge-level service. A growth mindset and collaboration with cross-functional teams are essential.

Qualifications

• 3+ years in a customer support role; at least 1 year in a technical support role providing email, chat and phone support.
• Excellent written and verbal communication skills with the ability to explain complex concepts clearly and in a friendly manner.
• Experience resolving high-touch escalations with strong ownership.
• Experience collaborating with product and engineering teams; growth mindset; willingness to learn new AI tools.

Responsibilities

• Provide world class concierge-level customer support and act as member advocate.
• Troubleshoot escalations and guide T1/T2 teams via chat, email or phone.
• Own a function of Support and partner with Product, Engineering and Customer Success on high-impact initiatives.

Skills

Customer support

Escalations handling

Cross-functional collaboration

AI tools familiarity

Communication skills

Ownership

Problem solving

Growth mindset

Technical troubleshooting

BPOs experience

Intercom

FinTech knowledge

Tools

Intercom

ChatGPT

Claude

FinTech tools

Job description

• 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 managementProduct-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering teamPatience, resilience, customer intuition, and grace under pressure3+ 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 supportExcellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively and in a friendly mannerStrong sense of ownershipExperience successfully resolving high-touch escalationsStrong attention to detail and highly organizedGrowth and experimental mindset - our team and our product are evolving rapidly, requiring us to develop new skills and take on new responsibilitiesExperience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your workWorking with BPOsIntercomFinTechTechnical troubleshooting