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HoneyBook · 2 days ago

Customer Support Specialist, Tier 3

San Francisco, CA

Full-time

Hybrid

Mid Level

$60K/yr - $85K/yr

3+ years exp

HoneyBook is the leading AI-powered business management platform for service-based business owners. The Customer Support Specialist, Tier 3 is responsible for providing world-class concierge-level customer support, empowering T1 and T2 agents, and managing projects to elevate member experience.

AppsFinancial ServicesFinTechSaaS

Comp. & Benefits

Responsibilities

Providing world class concierge-level customer support rendering support a key differentiator

Empowering T1 and T2 agents to successfully resolve member inquiries

Being members’ advocate internally by partnering with cross-functional teams on high impact initiatives to elevate member experience

Troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call

Owning a specific function of Support and managing projects and/or programs to ensure our team is evolving to meet our business’ and members’ expectations

Partnering 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

Qualification

Technical support experienceProject/program managementAI tools proficiencyCustomer support experienceCommunication skillsPatienceResilienceCustomer intuitionGrace under pressureProduct-centered curiosityExperimental mindsetIntercomBPO experienceFinTech experienceTechnical troubleshootingAttention to detailOwnershipGrowth mindset

Required

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 attention to detail and highly organized

Strong sense of ownership

Experience in project/program management

Patience, resilience, customer intuition, and grace under pressure

Experience successfully resolving high-touch escalations

Product-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team

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