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Support Specialist, Tier 3



Customer Service
San Francisco, CA, USA
Posted on Tuesday, April 30, 2024

HoneyBook is the leading clientflow management platform that makes it easy for independent business owners to sell and deliver their services online. Offering powerful tools for communication, contracts, invoicing, payments, and more, the platform puts independent professionals in control of their process and client experience. HoneyBook is trusted by over 100,000 service-based businesses in the United States and Canada that have processed more than $12 billion in business on the platform.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset. We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

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 workweek (Sunday-Thursday or Tuesday-Saturday) and we are hybrid in our San Francisco (SoMa) office on Wednesdays and Thursdays.

What experience and skills does the right person need to possess?

  • 3+ years or equivalent experience in a customer support/customer service role
  • 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

Bonus Experience

  • Intercom
  • Working with BPOs
  • FinTech
  • Technical troubleshooting

The Good Stuff

  • Mission driven. You'll be joining more than just another startup--our members are at the heart of everything we do; in fact, we invite them to co-work in our office and collaborate with us on the product itself.
  • Impact. We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box-thinking and innovation; be ready to fail fast and often!
  • Compensation: We offer a competitive salary + meaningful equity to all employees.
    • The salary range for this role is $60,000-80,000.
  • Benefits + Perks: From wellness programs to flexible paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.
  • Provisions: We give you the tools you need to get your job done and your choice of a Macbook or PC. When you're in the office, we provide a fully stocked kitchen and bar, happy hours, catered meals, and awesome company events.

The opportunity at HoneyBook is huge – our primary customers today are creative businesses that generate in aggregate $150B in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures and 01 Advisors.

Follow us on Medium and Instagram and catch the latest stories about HoneyBook. Read about what our employees are saying about us on Glassdoor.

HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. We strive for the best candidate experience for all applicants and if you need special assistance, please let us know.

Applicant Information
When you apply for a job or an independent contractor/agent position with HoneyBook, we collect the information that you provide in connection with your application. This includes name, contact information, professional credentials and skills, educational and work history, and other information that may be included in a resume or provided during interviews (which may be recorded). This may also include demographic or diversity information that you voluntarily provide. We may also conduct background checks and receive related information.

We use applicants’ information to facilitate our recruitment activities and process applications, including evaluating candidates and monitoring recruitment statistics. We use successful applicants’ information to administer the employment or independent contractor relationship. We may also use and disclose applicants’ information (a) to improve our Services, (b) as otherwise necessary to comply with relevant laws, (c) to respond to subpoenas or warrants served on HoneyBook, and (d) to protect and defend the rights or property of HoneyBook or others.

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