Product-Driven Support Specialist

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

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.