Customer Support Specialist, Tier 3

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Honey Book is the leading AI-powered business management platform for service-based business owners. Designed to enhance—not replace—independent professionals, Honey Book’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, Honey Book has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

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.

Our Support Specialists provide world‑class concierge‑level customer support, making support a key differentiator. The Support Specialist team (T3) empowers T1 and T2 agents to successfully resolve member inquiries and acts as an internal advocate by partnering with cross‑functional teams on high-impact initiatives to elevate member experience.

You’ll be responsible for troubleshooting and handling escalations by guiding T1 and T2 teams or following up with members via chat, email, or phone call. You’ll be a Honey Book product expert. You will own a specific function of Support and manage projects and/or programs to ensure our team evolves to meet business and member 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.

Note:

This role will require one weekend day as part of your work week (Sunday‑Thursday or Tuesday‑Saturday) and we operate on a hybrid schedule, which necessitates working out of our San Francisco office location 3 days a week.

• 3+ years or equivalent experience in a customer support/customer service role, with at least 1 year in a technical support role providing email, chat, and phone support
• 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; determined to constantly improve Honey Book and loves working with Product and Engineering teams
• Growth and experimental mindset—our team and product evolve rapidly, requiring new skills and responsibilities
• Experience leveraging AI tools (ChatGPT, Claude, etc.) to optimize your work

• Intercom
• Working with BPOs
• Fin Tech
• Technical troubleshooting

• Mission driven. You'll be joining more than just another startup—our members are at the heart of everything we do; we invite them to co‑work in our office and collaborate 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–$85,000.
• Benefits + Perks:
  From wellness programs to flexible paid time off and exceptional family leave policies, the health and happiness of employees is foremost.

• People come first:
  We prioritize people as we explore opportunities and work through challenges.
• Raise the bar:
  We push for greatness—for ourselves, each other, and our members.
• Own it:
  Trust and ownership let us make decisions with confidence.
• We love what we do:
  We bring passion to our work and love what we create for our members.
• Keep it real:
  Authenticity, respect, and transparency are at our core.

Honey Book is committed to a transparent and fair expense policy. All employees receive a monthly stipend to cover essential work‑related purchases. Policies are designed to align with company objectives and employee well‑being.