Customer Support Specialist, Tier 3
Customer Support Specialist, Tier 3
Customer Support Specialist, Tier 3
HoneyBook
HoneyBook is seeking a Customer Support Specialist, Tier 3, to provide high-level concierge customer support and empower lower-tier support agents. The role involves troubleshooting, handling escalations, and collaborating with cross-functional teams to enhance member experience. The position operates on a hybrid schedule, requiring in-office work in San Francisco three days a week and one weekend day.
Qualification
- 3+ years of experience in customer support/customer service
- At least 1 year of experience in a technical support role
- Strong problem-solving skills
- Excellent communication skills
- Ability to work in a fast-paced environment
- Experience with cross-functional collaboration
Responsibility
- Provide world-class concierge-level customer support
- Empower T1 and T2 agents to resolve member inquiries
- Act as an advocate for members internally
- Troubleshoot and handle escalations via chat, email, or phone
- Manage specific functions of Support and oversee projects to meet expectations
- Partner with Product, Engineering, and Customer Success teams on initiatives to elevate member experience
