Member Success Agent

Description

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

Requirements

• Experience at a fast-growing operationally-heavy startup, not just internet-only companies
• Some personal, relevant experience around homeownership or home maintenance
• You’re unafraid of ambiguity. Rapid change and learning is exciting to you, and you thrive in ambiguous, startup environments.
• Background in customer success, property management, or home services experience
• 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.
• 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.
• 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.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance