Customer Support Specialist, Tier 3

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.

Our Support Specialists are responsible for providing world‑class concierge‑level customer support. The team empowers T1 and T2 agents to resolve member inquiries and partners with cross‑functional teams on high‑impact initiatives to elevate member experience.

You’ll troubleshoot and handle escalations by guiding T1 and T2 teams or following up with members via chat, email or phone call. You’ll own a specific function of Support, manage projects and/or programs, and partner with Product, Engineering, Customer Success and other teams on high‑impact initiatives to elevate member experience.

• 3+ years in a customer support or customer service role, including at least 1 year of technical support experience providing email, chat, and phone support
• Excellent written and verbal communication skills with the ability to break down complex concepts and articulate them effectively in a friendly manner
• Strong attention to detail and highly organized
• Strong sense of ownership
• Experience in project or program management
• Patience, resilience, customer intuition, and grace under pressure
• Experience successfully resolving high‑touch escalations
• Product‑centered curiosity and a determination to constantly improve Honey Book
• Growth and experimental mindset; the team and product are evolving 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

• Competitive salary + meaningful equity to all employees
• Salary range for this role is $60,000‑$85,000
• Benefits include wellness programs, flexible paid time off and exceptional family leave policies

• People come first
• Raise the bar
• Own it
• We love what we do
• Keep it real

Honey Book is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status or other applicable legally protected characteristics.