Join HoneyBook as a Tier 3 Customer Support Specialist, providing high-level support and empowering other support agents.
Posted by employer 1 day ago
First seen on Joblaze 4 hours ago
Last verified on the company career page 4 hours ago
What you'll build
- Troubleshoot and handle escalations
- Guide T1 and T2 teams
- Own a specific function of Support
- Manage projects and/or programs
- Partner with cross-functional teams
Must have
- 3+ years in customer support/customer service
- 1 year in a technical support role
- Excellent written and verbal communication skills
- Strong attention to detail
- Experience in project/program management
Nice to have
- Experience with Intercom
- Working with BPOs
- Technical troubleshooting
Practical constraints
- One weekend day required
- Hybrid schedule: 3 days in office
AI in the day-to-day
Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work.
Requirements
- Experience
- 3+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Customer Support Specialist, Tier 3 at HoneyBook, the individual will troubleshoot complex customer inquiries and guide junior support agents in resolving issues. Key skills include technical support experience, strong communication abilities, and project management expertise, with a focus on leveraging AI tools to enhance service delivery. This position is well-suited for candidates with over three years of customer service experience, particularly those who thrive in fast-paced environments and possess a growth mindset. The team emphasizes collaboration and innovation, contributing to a mission-driven culture that prioritizes member success.
Joblaze insights
Quick facts
- Is the Customer Support Specialist, Tier 3 role remote?
- It's hybrid — HoneyBook expects some on-site time in San Francisco, United States.
- How much experience is required?
- At least 3 years of relevant experience for this Customer Support Specialist, Tier 3 role.
- Where is the role based?
- HoneyBook is hiring for this position in San Francisco, United States.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Fintech, Intercom.
- What seniority level is this role?
- HoneyBook targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Specialist, Tier 3 role at HoneyBook.
From the original posting
What do our Support Specialists get to do?
Our Support Specialists are responsible for providing world class concierge-level customer support rendering support a key differentiator. The Support Specialist team (T3) is responsible for empowering T1 and T2 agents to successfully resolve member inquiries, and being members’ advocate internally by partnering with cross-functional teams on high impact initiatives to elevate member experience.
What's a day in the life of a Support Specialist like?
You'll be responsible for troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call. You’ll be a HoneyBook product expert. You will own a specific function of Support and manage projects and/or programs to ensure our team is evolving to meet our business’ and members’ expectations. You will partner 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.
Please note, this role will require one weekend day as a part of your work week (Sunday-Thursday or Tuesday-Saturday) and we operate on a hybrid schedule, which necessitates working out of our San Francisco office location 3 days a week on a 9am-6pm PST schedule.
What experience and skills does the right person need to possess?
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
Bonus Experience
Intercom
Working with BPOs
FinTech
Technical troubleshooting
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