Taking applicationsChat / Email·Posted 8d ago
Customer Support Specialist, Tier 3
HoneyBookVerified company
San Francisco (United States)
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
San Francisco (United States
Open to people in the United States
EnglishMid level
About the role
This is a Tier 3 customer support role at HoneyBook, handling escalations and member inquiries by chat, email and phone while supporting T1/T2 agents and cross-functional projects. It is a full-time hybrid role based in San Francisco, requiring three office days per week and one weekend day on a 9am–6pm PST schedule, so it is not open to remote workers in Egypt.
What you'll do
- Resolve escalations via chat, email, or phone
- Guide and support T1 and T2 agents
- Act as member advocate with cross-functional teams
- Own a specific Support function/program
- Partner with Product, Engineering, Customer Success
- Troubleshoot product issues
- Manage projects/programs to improve Support
What you'll need
- 3+ years in customer support/customer service
- 1+ year technical support with email, chat, and phone
- Excellent written and verbal communication
- Strong attention to detail and organization
- Project/program management experience
- Experience resolving high-touch escalations
- Experience using AI tools
- Ability to work 9am-6pm PST with one weekend day
Skills
Technical troubleshootingEmail, chat, and phone supportEscalation resolutionProject/program managementCommunicationCustomer intuitionAI tool usageIntercom
Benefits
Equity grantsCompetitive salaryWellness programsFamily leave policies
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Applications close on 18 November.