Customer Support Specialist - Tier 3

Customer Support Specialist – Tier 3

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

Troubleshooting and handling escalations by either guiding T1 and T2 teams or following up with members via chat, email or phone call
Owning a specific function of Support and managing projects and/or programs to ensure our team is evolving to meet our business’ and members’ expectations
Partnering 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