Member Success Coordinator

Honey Homes is a tech-forward home maintenance service, creating a hassle-free solution for homeowners and rewarding jobs for our professionals that do the work. We're backed by Pear.vc, Khosla Ventures, and the co-founders of Doordash, Lyft and Opendoor. One-third of our capital is from woman-led funds.You can learn more about the benefits of a Honey Homes membership here.

3 Month Outcomes

Be a key contributor in reducing churn and raising member delight:

• Responding to Tickets within 30 minutes of submission. When a new ticket comes in, contacting them right away maintains our member’s trust in us. We are here to triage requests from members, assist with scheduling and membership questions, and support visit pre-scoping.
• Act as the voice of Honey Homes to our members by building relationships with members and resolving their inquiries in a timely and empathetic manner. Keeping on top of open or pending questions from members while always putting the member first.
• Partner with the Handypeople and Operations teams. Triage questions and requests from our handypeople via Slack to ensure we are prepared for future tasks & visits
• Support the development, implementation, and testing of product solutions aimed at increasing member delight and workflow efficiency / automation. As the voice of the customer, share data-backed learnings that inform our product and member experience. Be willing to test new tools, provide regular feedback and work with our product team to continuously improve
• Demonstrated ability to think on feet and find creative solutions to solve member issues. Some member situations will not be quick and easy to fix. Demonstrate the ability to problem solve independently, work cross-functionally to find solutions and quickly find ways to solve our members issues.
• Execute against performance metrics. Keep on top of SLA, reduce churn, increase member upgrades
• Proactively engage our members. Instead of relying on soley reactive workflows, start to proactively reach out to members who at risk of churn or who need extra support to get the most out of their Honey Homes membership.
• Take ownership of key initiatives and follow them through. Whether it’s improving a workflow or solving a recurring member issue, show initiative by identifying opportunities and driving solutions from start to finish.
• Lead and support projects that improve internal processes. Help define, organize, and execute small-scale projects—like updating FAQs, improving member workflows, or refining onboarding—to improve operational efficiency and member experience.
• Collaborate across teams to turn member insights into better tools, policies, and processes. Use patterns from member feedback to help shape how we evolve our service model. Work closely with Product, Ops, and Handypeople to build scalable solutions based on real-world needs.

Competencies

• You’re empathetic. You’re in tune with both situations members face with their homes as well as the experience of handypeople out in the field.
• You prioritize all day long. You understand what's the most important thing to be working on for the long-term benefit of our members, and make sure it gets done.
• You’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.
• You’re relentless. There are up days and down days, up minutes and down minutes. You rally yourself from the downs to conquer greater heights.
• You’re detail-oriented and document everything: You sweat the details, and can track your progress clearly. You love sharing frequent updates with your teammates.
• You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You act like an owner. You do the right thing to support our current members and partners even when it’s the hard thing to do.
• Curious quick study. When you hear - ‘3/4" Angle Stop’ - you ask what that is, and add it to your personal dictionary. Same for processes and ways to solve problems.

Background

• Background in customer success, property management, or home services experience
• Experience at a fast-growing operationally-heavy startup, not just internet-only companies
• Some personal, relevant experience around homeownership or home maintenance
• Proven history of paying close attention to detail and building & following processes

Hours: Full time (40 hrs/week)

Shift: 9:30am-6:00pm PST

Location preference: Oakland area