Customer Support Specialist Supervisor, HoneyBook

• At least 5 years’ experience in customer support, with at least 1-2 years in a leadership/supervisory role
• Proven ability to coach and develop individuals and teams, with a track record of driving performance improvements
• Strong written and verbal communication skills; able to influence cross-functionally
• Experience managing QA processes, KPIs, and support tooling
• Strong appetite for (and ideally some experience in) leveraging AI tools to enhance your work, and that of your teams
• Skilled in balancing empathy with sound judgment when making customer-facing decisions
• Comfortable coordinating with Product/Engineering during incidents and driving escalations to resolution

Desirable

• 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
• 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)
• Conduct regular QA reviews across Tier 1-3 cases
• Provide actionable coaching and performance feedback based on QA findings
• Partner with the Support and BPO Manager to identify trends, performance gaps, and training opportunities
• Directly oversee scheduling for internal teams and ensure BPO coverage, flagging any gaps to Support Managers
• Hold regular syncs with the BPO Manager to maintain alignment, quality, and accountability
• Monitor queues throughout the day, stepping in to support members alongside agents when needed
• Serve as the first point of contact for member escalations, empowered to make decisions around membership exceptions, discounts, and escalated issues
• Coordinate directly with Product/Engineering during outages, critical bugs, and high-priority issues
• Ensure important updates and high-priority communications are cascaded effectively across internal and BPO teams
• Lead by example with a proactive, resourceful, and solutions-oriented mindset
• Drive team development by identifying skill gaps and supporting training initiatives