Support Specialist, Tier 3

| San Francisco, CA, USA
Employer Provided Salary: 60,000-80,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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HoneyBook is the leading clientflow management platform that makes it easy for independent business owners to sell and deliver their services online. Offering powerful tools for communication, contracts, invoicing, payments, and more, the platform puts independent professionals in control of their process and client experience. HoneyBook is trusted by over 100,000 service-based businesses in the United States and Canada that have processed more than $12 billion in business on the platform.

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.

What do our Support Specialists get to do?

Our Support Specialists are responsible for providing world class concierge-level customer support rendering support a key differentiator. The Support Specialist team (T3) is responsible for empowering T1 and T2 agents to successfully resolve member inquiries, and being members’ advocate internally by partnering with cross-functional teams on high impact initiatives to elevate member experience.  

What's a day in the life of a Support Specialist like?

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

Please note, this role will require one weekend day as a part of your workweek (Sunday-Thursday or Tuesday-Saturday) and we are hybrid in our San Francisco (SoMa) office on Wednesdays and Thursdays. 

What experience and skills does the right person need to possess?

  • 3+ years or equivalent experience in a customer support/customer service role
  • 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. We want a teammate that is determined to constantly improve HoneyBook and loves working with the Product and Engineering team
  • Growth and experimental mindset - our team and our product are evolving rapidly, requiring us to develop new skills and take on new responsibilities  

Bonus Experience

  • Intercom
  • Working with BPOs
  • FinTech
  • Technical troubleshooting

The Good Stuff

  • Mission driven. You'll be joining more than just another startup--our members are at the heart of everything we do; in fact, we invite them to co-work in our office and collaborate with us 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 $60,000-80,000. 
  • Benefits + Perks: From wellness programs to flexible paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.
  • Provisions:  We give you the tools you need to get your job done and your choice of a Macbook or PC. When you're in the office, we provide a fully stocked kitchen and bar, happy hours, catered meals, and awesome company events.

The opportunity at HoneyBook is huge – our primary customers today are creative businesses that generate in aggregate $150B in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures and 01 Advisors.

Follow us on Medium and Instagram and catch the latest stories about HoneyBook. Read about what our employees are saying about us on Glassdoor.

HoneyBook 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. We also consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. We strive for the best candidate experience for all applicants and if you need special assistance, please let us know.

Applicant Information
When you apply for a job or an independent contractor/agent position with HoneyBook, we collect the information that you provide in connection with your application. This includes name, contact information, professional credentials and skills, educational and work history, and other information that may be included in a resume or provided during interviews (which may be recorded). This may also include demographic or diversity information that you voluntarily provide. We may also conduct background checks and receive related information.
We use applicants’ information to facilitate our recruitment activities and process applications, including evaluating candidates and monitoring recruitment statistics. We use successful applicants’ information to administer the employment or independent contractor relationship. We may also use and disclose applicants’ information (a) to improve our Services, (b) as otherwise necessary to comply with relevant laws, (c) to respond to subpoenas or warrants served on HoneyBook, and (d) to protect and defend the rights or property of HoneyBook or others.

Our Privacy Policy is here. 

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Technology we use

  • Product
  • Sales & Marketing
  • People Operations
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • TableauAnalytics
    • CanvaDesign
    • IllustratorDesign
    • SketchDesign
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • DocuSignCRM
    • DriftCRM
    • IntercomCRM
    • SalesforceCRM
    • FlodeskEmail
    • IterableLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

An Insider's view of HoneyBook

What are some social events your company does?

The coolest event we host is our Whiskey Wednesday Happy Hour! I love that this was created, hosted, & managed by employees pre-Covid. Since then, we took it virtual. In a period of change, we knew we could jump into Whiskey Wednesday & see some familiar faces. Now that some folks are in office, it's even more special when we celebrate in person!

Lisette

Sr. Experience & Inclusion Manager

What are HoneyBook Perks + Benefits

HoneyBook Benefits Overview

In everything we do, we put people first - including our benefits! From our wellness benefits to our Open PTO policy, we believe in empowering you both inside and outside of work.

Culture
Volunteer in local community
In addition to participating in volunteer opportunities as an org, we offer HoneyBook employees Volunteer Time Off: one half day every quarter that they can take off to volunteer in their communities.
Open door policy
Team based strategic planning
Open office floor plan
Hybrid work model
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
HoneyBook's Diversity, Inclusion, and Belonging (DIB) employee resources group provides educational and celebratory events year round! All are welcome.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
HoneyBook offers a Flexible Spending Account option up to $2,850 for each employee annually.
Disability insurance
HoneyBook covers up to 60% of your salary if you are ill or injured.
Dental insurance
HoneyBook offers dental options for you and your family!
Vision insurance
HoneyBook offers vision options for you and your family!
Health insurance
HoneyBook covers 95% of your health coverage and 70% of dependents coverage.
Life insurance
HoneyBook offers $50,000 in life insurance through the duration of your employment.
Wellness programs
Our wellness program includes monthly learning sessions and financial wellness support through OneEleven.
Mental health benefits
All employees receive free subscriptions to Calm and Talkspace. All healthcare coverage includes access to in-person & virtual mental health care, plus an Employee Assistance Program.
Financial & Retirement
401(K)
HoneyBook offers both Traditional and Roth 401(k) plans for all employees.
Company equity
Employee offers equity for all full-time employees.
Performance bonus
Child Care & Parental Leave
Childcare benefits
HoneyBook offers a dependent care FSA option for all FT employees.
Generous parental leave
We know there are different roles within your family - we support them all. HoneyBook offers 16 weeks of parental leave for primary caregivers and 8 weeks of leave for secondary caregivers.
Family medical leave
People come first here, and you and your family matter to us. We offer generous paid leave for family medical care.
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
HoneyBook offers 1/2 day of volunteer time off each quarter so you can support organizations that matter to you!
Paid holidays
Paid sick days
With our Open PTO policy, we believe you should take the time you need to rest when you're feeling under the weather.
Office Perks
Commuter benefits
HoneyBook covers 50% of parking and transit costs. We also offer $200 in monthly Lyft credits for rides to and from our office and after-hours events.
Company-sponsored outings
Whether it's a company dinner, team night out, or holiday party - you'll find us building genuine relationships with our fellow HoneyBookers.
Free snacks and drinks
Some meals provided
HoneyBook provides lunch in-office for those who choose to work from the office. We also offer a $200 monthyl lunch stipend for all employees.
Company-sponsored happy hours
For those who feel comfortable getting together, we provide events and happy hours throughout the year. Not to mention our weekly virtual Whiskey Wednesday tradition.
Fitness stipend
HoneyBookers can use their annual Wellness stipend toward fitness plans, and our perk partners offer subsidized memberships for gyms or platform subscriptions, plus discounted gear.
Home-office stipend for remote employees
We believe your home office being just as you like it benefits your wellness. Employees are free to use their Wellness Budget towards their home office. Ergonomic chair? Sign us up!
Mother's room
Professional Development
Lunch and learns
Promote from within
Mentorship program
HoneyBook offers an Internal Mentor program and External Advisor Program for all employees.
Continuing education stipend
HoneyBook provides a $600 annual Learning & Development stipend so you can continue learning.
Customized development tracks

Additional Perks + Benefits

At HoneyBook, we believe in taking care of our employees. Your career development, personal wellbeing, and your success matter to us. We take our benefits seriously and continuously adapt and evolve them to meet our team's needs.

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