Customer Support Specialist, Tier 3

The role

Support Specialists empower T1 and T2 agents to resolve member inquiries and act as member advocates. You will troubleshoot escalations, manage support projects, and partner with cross-functional teams to elevate member experience.

What you will do

• Troubleshoot and handle escalations via chat, email or phone call
• Guide T1 and T2 teams to resolve member inquiries
• Act as members advocate internally by partnering with cross-functional teams
• Own a specific function of Support
• Manage projects and/or programs to meet business and member expectations
• Partner with Product, Engineering, and Customer Success on high-impact initiatives

Required qualifications

• 3+ years or equivalent experience in a customer support/customer service role
• At least 1 year of experience in a technical support role providing email, chat, and phone support
• Excellent written and verbal communication skills
• 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
• Growth and experimental mindset
• Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work

Nice to have

• Intercom
• Working with BPOs
• FinTech
• Technical troubleshooting

Benefits

• Competitive salary
• Meaningful equity grants
• Wellness programs
• Exceptional family leave policies

Before you apply

• We may also conduct background checks

About the company

HoneyBook is an AI-powered business management platform for service-based business owners. Founded in 2013, it helps entrepreneurs attract leads, connect with clients, book projects, and manage payments.