Hybrid AI Support Specialist — Elevate Member Experience

Honeybook; San Francisco (CA); Hybride; USD 72 000 - 80 000; Plein temps

Avantages offerts par ce poste

Wellness programs

Family leave policy

Equity grants

Résumé du poste

HoneyBook is seeking a Support Specialist to deliver world-class concierge-level customer support. You will troubleshoot inquiries via chat, email, or phone, act as a product expert, and partner with Product, Engineering, and Success teams to elevate the member experience.

The role requires 3+ years in support, including technical experience, and a weekend shift with SF office presence. You will work in a fast-paced, growth-focused environment, applying AI tools to optimize processes, and

Qualifications

• 3+ years in a customer support role, with at least 1 year in technical support.
• Excellent written and verbal communication; ability to explain complex concepts clearly.
• Strong attention to detail and highly organized.
• Demonstrated ownership and accountability.
• Experience in project or program management.
• Patience, resilience, customer-centric mindset.
• Experience handling high-touch escalations.
• Product-focused curiosity and collaboration with Product/Engineering.
• Willingness to learn and apply AI tools (ChatGPT, Claude).

Responsabilités

• Troubleshoot and resolve member inquiries via chat, email, or phone.
• Guide or escalate issues for T1/T2 teams and act as product expert.
• Own a functional area of Support and manage related projects.
• Partner with Product, Engineering, and Customer Success on initiatives.
• Support hybrid work schedule and SF office presence as needed.

Connaissances

3+ years in CS/support

Technical support

Excellent communication

Ownership

Project management

AI tools experience

Customer empathy

Growth mindset

Product collaboration

Escalation handling

Outils

Intercom

BPOs

FinTech

Technical troubleshooting

Description du poste

HoneyBook is seeking a Support Specialist to deliver world-class concierge-level customer support. You will troubleshoot inquiries via chat, email, or phone, act as a product expert, and partner with Product, Engineering, and Success teams to elevate the member experience.

The role requires 3+ years in support, including technical experience, and a weekend shift with SF office presence. You will work in a fast-paced, growth-focused environment, applying AI tools to optimize processes, and