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Tier 3 Customer Support Specialist

HoneyBookSan Francisco, CA
Hybrid Full-time

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What does a Tier 3 Support Specialist do?As a Tier 3 Support Specialist, you will deliver exceptional concierge-level customer service, a pivotal aspect of our brand. This role involves empowering Tier 1 and Tier 2 agents to resolve customer inquiries effectively while advocating for our members by collaborating with various teams on significant initiatives aimed at enhancing the overall member experience. A typical day in this role:Your responsibilities will include troubleshooting issues and addressing escalations, guiding Tier 1 and Tier 2 teams, and following up with members via chat, email, or phone. You will become a product expert and take ownership of specific support functions, managing projects and programs to ensure our support evolves to meet the expectations of our business and members. You'll work closely with Product, Engineering, and Customer Success teams on high-impact initiatives to elevate the member experience. Note: This position requires working one weekend day each week (Sunday-Thursday or Tuesday-Saturday) and follows a hybrid schedule, necessitating three days a week in our San Francisco office.

About the job

Join HoneyBook, the premier AI-driven business management platform tailored for service-oriented entrepreneurs. Our innovative AI tools empower independent professionals by streamlining the process of attracting clients, managing projects, and handling payments. Founded in 2013, we've facilitated over 25 million client interactions and processed upwards of $12 billion in transactions, enabling businesses to thrive and grow intelligently.

At HoneyBook, we foster a culture based on five core values: collaboration, feedback, ownership, and a commitment to continuous growth. We recognize that talent comes in various forms, some evident on a resume, others not. If you excel in a dynamic, intellectually stimulating environment and possess relevant experience, we encourage you to apply, even if your qualifications don't perfectly align with every requirement.

About HoneyBook

HoneyBook stands at the forefront of business management solutions for service-based professionals, leveraging artificial intelligence to enhance operational efficiency and client engagement. Our platform is designed to support independent entrepreneurs in achieving their goals and navigating the complexities of business management with confidence.

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