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HoneyBook · 1 day ago

Customer Support Specialist Supervisor

San Francisco, CA

Full-time

Hybrid

Senior Level

$90K/yr - $110K/yr

5+ years exp

HoneyBook is the leading AI-powered business management platform for service-based business owners. The Support Supervisor plays a critical role in ensuring exceptional service delivery by overseeing internal and BPO support teams, driving accountability on KPIs, and managing escalations effectively.

AppsFinancial ServicesFinTechSaaS

Comp. & Benefits

Responsibilities

Oversee/manage support programs and tooling

Drive operational excellence across both internal and BPO teams, ensuring consistency of quality and standards

Monitor, analyze, and report on support metrics daily (CSAT, SLA etc.), flagging anomalies and opportunities for improvement

Leverage AI tools daily to elevate the ways in which the Support team works (think: Scorebuddy to manage conversation quality, Unwrap to identify support trends)

Conduct regular QA reviews across Tier 1-3 cases

Provide actionable coaching and performance feedback based on QA findings

Partner with the Support and BPO Manager to identify trends, performance gaps, and training opportunities

Directly oversee scheduling for internal teams and ensure BPO coverage, flagging any gaps to Support Managers

Hold regular syncs with the BPO Manager to maintain alignment, quality, and accountability

Monitor queues throughout the day, stepping in to support members alongside agents when needed

Serve as the first point of contact for member escalations, empowered to make decisions around membership exceptions, discounts, and escalated issues

Coordinate directly with Product/Engineering during outages, critical bugs, and high-priority issues

Ensure important updates and high-priority communications are cascaded effectively across internal and BPO teams

Lead by example with a proactive, resourceful, and solutions-oriented mindset

Drive team development by identifying skill gaps and supporting training initiatives

Qualification

Customer support experienceCoachingDevelopmentLeadership skillsQA process managementAI tools proficiencyEscalation managementBPO/vendor managementCommunication skillsProject management