Member Success Coordinator

Honey Homes Job Post

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 projectslike updating FAQs, improving member workflows, or refining onboardingto 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

Background

Hours : Full time (40 hrs / week)

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

Location preference : Oakland area