Support Specialist Supervisor

HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance-not replace-independent professionals, HoneyBook'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, HoneyBook 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.

About the role :

The Support Supervisor plays a critical role in ensuring our Product & Payments Support teams deliver exceptional service to our members while maintaining operational excellence across both internal and BPO partners. This role is equal parts coach, operator, and problem solver. The Support Supervisor oversees 6 internal agents and ~18 BPO agents, driving accountability on KPIs, coaching for performance, and ensuring alignment across teams. They are empowered to make independent decisions for membership exceptions, discounts, and escalated cases, while coordinating across Product / Engineering and Leadership during incidents. This role requires strong leadership, judgment, and technical depth to balance competing priorities, manage escalations, and drive quality outcomes.

This role is hybrid to our SF office, 3 days per week in office.

Here are some things you'll be working on :

Program & process management

• Oversee / manage support programs and tooling.
• Drive operational excellence across both internal and BPO teams, ensuring consistency of quality and standards.
• Monitor, analyze, and report on support metrics daily (CSAT, SLA etc.), flagging anomalies and opportunities for improvement.
• Leverage AI tools daily to elevate the ways in which the Support team works (think : Scorebuddy to manage conversation quality, Unwrap to identify support trends)

Quality & performance oversight

Team & partner collaboration

Escalation management

Leadership & communication

What we're looking for in a candidate :

Bonus points if you :

The good stuff :

Base pay is $90k-$110k, depending on experience and skills.

Our core values :

The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $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.

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