Member Success Coordinator

Description

• 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.
• 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.
• 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.
• 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.
• 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.
• Execute against performance metrics. Keep on top of SLA, reduce churn, and increase member upgrades.
• 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.
• 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.
• 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.

Requirements

• 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’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.
• 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.
• 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
• 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.
• Background in customer success, property management, or home services experience

Benefits

3 Month Outcomes

Compensation: $25/hour

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.

Note: This role will start as a 3-month contract with the potential to transition into a full-time position at the end of that period. We structure some roles this way so both you and Honey Homes can make sure it’s a great long-term fit - for your goals, our culture, and the work itself. During the contract period, you’ll be a fully embedded member of the team, contributing to meaningful projects and collaborating just like a full-time employee. If all goes well, we’ll discuss converting to a permanent role after the initial 3 months.

Training + Development

Interview process

Visa Sponsorship

Security clearance