Dispute Specialist - San Francisco

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 booked 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.

Our Disputes team strives to facilitate a seamless process for our members when dealing with incoming claims. Disputes are typically an unknown topic for business owners, which can be frustrating and confusing at times. The team works diligently in providing world class liaison support to better educate our members on the dispute process and to help guide them during this sensitive time. You will be a part of a small but mighty team where your feedback and customer advocacy will be used to shape the team and make an impact at the company and for our members.   

We operate on a hybrid schedule, so you should anticipate working out of our San Francisco office a couple days a week.  We are not open to remote work arrangements at this time.

Here are a few of the things you will do:

• Provide clear, empathetic, and professional support to members via phone, email, and chat 
• Act as the primary liaison between our members and third party vendors to facilitate a seamless exchange of information
• Manage and maintain a daily pipeline of incoming and outgoing dispute claims 
• Triage support requests related to open disputes coming from cross functional teams
• Continuously seek ways to improve the dispute resolution process, aiming for increased efficiency and member satisfaction
• Identify and escalate possible fraud trends and/or other irregularities   

Here is what we’re looking for in a candidate:

• 1+ years experience in a dispute related role or 2+ years in a escalated support role
• Experience working directly with members to effectively resolve issues 
• Ability to effectively identify, prioritize, and handle multiple cases simultaneously 
• Outstanding written and verbal communication skills
• Comfortable communicating with members via phone, chat, and email 
• You’re a self starter that can manage time effectively and prioritize workload
• Experience using Stripe, Looker, Intercom is helpful but not required

The good stuff

• Mission driven: You'll be joining more than just another startup—our members are at the heart of everything we do.
• 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 and meaningful equity grants.
• Comp range: $74,000-$92,500 base
• Benefits + Perks: From wellness programs to open paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.

Our core values:

• People come first: We prioritize people as we explore opportunities and work through challenges.
• Raise the bar: We push for greatness—for ourselves, each other, and our members.
• Own it: Trust and ownership let us make decisions with confidence.
• We love what we do: We bring passion to our work and love what we create for our members.
• Keep it real: Authenticity, respect, and transparency are at our core.

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.

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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. 

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual responses. In fact, we aren’t even able to see if you’ve responded or not! Responding is your choice and it will not be used in any way in our hiring process.

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.

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