Customer Support Specialist (Tier 3)

Join HoneyBook as a Customer Support Specialist (Tier 3) and provide world-class concierge-level customer support. You will empower T1 and T2 agents, troubleshoot escalations, and manage specific functions of support. This role requires strong communication skills, attention to detail, and a growth mindset. Enjoy benefits such as open PTO, equity, wellness and development budget, medical insurance, hybrid workspace, and parental leave.

• Empowering T1 and T2 agents to successfully resolve member inquiries and being members’ advocate internally.
• Troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members.
• Partnering with Product, Engineering, Customer Success and other teams on high-impact company initiatives to elevate member experience.
• Excellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively and in a friendly manner
• Strong sense of ownership
• Strong attention to detail and highly organized
• 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
• Patience, resilience, customer intuition, and grace under pressure
• Growth and experimental mindset - our team and our product are evolving rapidly, requiring us to develop new skills and take on new responsibilities
• Experience in project/program management
• Experience successfully resolving high-touch escalations
• Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work
• Product-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team
• Intercom
• Working with BPOs
• Technical troubleshooting
• FinTech