HoneyBook

About the Company

HoneyBook is the leading AI-powered business management platform for small business owners. Designed to bring speed, clarity, and confidence to daily operations, the platform supports everything from capturing leads to managing client communication, contracts, and payments. With AI embedded throughout, members benefit from actionable insights and automation that streamline work and unlock growth.

Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

If you are looking for a values-driven, fast-paced, and intellectually charged environment, HoneyBook is the right place for you. Join us, we're hiring!

Listed Jobs

Company Name

HoneyBook

Job Title

Customer Support Specialist, Tier 3

Job Description

**Job title** Customer Support Specialist, Tier 3 **Role Summary** Provide concierge‑level, high‑impact support for escalated member inquiries, serve as a product expert, and drive cross‑functional initiatives to elevate member experience. Own key support functions, manage related projects, and mentor Tier 1 and Tier 2 agents. **Expectations** - 3+ years in customer support, including 1+ year in technical support via email, chat, and phone. - Proactive escalation owner; guide lower‑tier teams and resolve high‑touch issues. - Manage one weekend day per week (specific days flexible) and work hybrid (3 days onsite, remainder remote). - Continuously improve processes, leveraging AI tools (ChatGPT, Claude, etc.). **Key Responsibilities** - Resolve complex technical and product escalations; follow up with members via chat, email, or phone. - Act as a product advocate: deepen knowledge of all platform features and communicate insights to Product, Engineering, and Customer Success. - Lead or participate in cross‑functional projects/programs that enhance member experience and support effectiveness. - Mentor and coach Tier 1 and Tier 2 agents, sharing best practices and troubleshooting techniques. - Analyze support metrics, identify trends, and propose actionable improvements. - Collaborate with external partners (e.g., BPOs) and internal teams on initiatives affecting support operations. **Required Skills** - Excellent written and verbal communication; able to simplify technical concepts for diverse audiences. - Strong attention to detail, highly organized, and self‑directed with a sense of ownership. - Proven ability to handle high‑stress, high‑touch escalations with patience and resilience. - Project/program management experience and comfort with measuring and reporting KPIs. - Product‑centered curiosity and willingness to experiment with new tools and workflows. - Familiarity with AI‑powered productivity tools (e.g., ChatGPT, Claude) to optimize support processes. - Optional: experience with Intercom, FinTech products, technical troubleshooting, or working with BPOs. **Required Education & Certifications** - High school diploma or equivalent; bachelor’s degree preferred. - No mandatory certifications; knowledge of support platforms (e.g., Intercom, Zendesk) and basic technical troubleshooting is advantageous.

San francisco, United states

Hybrid

Junior

16-02-2026