Customer Support Specialist (Tier 3)

Join HoneyBook as a Customer Support Specialist (Tier 3) and provide world-class concierge-level customer support. You will be responsible for troubleshooting and handling escalations, guiding T1 and T2 teams, and following up with members via chat, email, or phone call. You will also own a specific function of support and manage projects and programs to ensure our team is evolving to meet business and member expectations. This role offers open PTO, equity, wellness and development budget, medical insurance, hybrid workspace, and parental leave.

• Responsable de fournir un support client de niveau concierge, en guidant les équipes T1 et T2 pour résoudre les demandes des membres.
• Posséder une fonction spécifique du support et gérer des projets pour garantir l'évolution de l'équipe.
• Collaborer avec les équipes Produit, Ingénierie et Succès Client sur des initiatives d'entreprise à fort impact.

• Experience in project/program management
• Product-centered curiosity. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team
• Patience, resilience, customer intuition, and grace under pressure
• 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 sense of ownership
• Experience successfully resolving high-touch escalations
• Strong attention to detail and highly organized
• 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
• Working with BPOs
• Intercom
• FinTech
• Technical troubleshooting