Member Success Coordinator
Member Success Coordinator
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1 Vacancy
Job Description
About Honey Homes
Honey Homes is a techforward home maintenance service creating a hasslefree solution for homeowners and rewarding jobs for our professionals that do the work. Were backed by Khosla Ventures and the cofounders of Doordash Lyft and Opendoor. Onethird of our capital is from womanled can learn more about thebenefits 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 members trust in us. We are here to triage requests from members assist with scheduling and membership questions and support visit prescoping.
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 databacked 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 crossfunctionally 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 its 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 smallscale 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 realworld needs.
Competencies
Youre empathetic.Youre 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 whats the most important thing to be working on for the longterm benefit of our members and make sure it gets done.
Youre unafraid of ambiguity.Rapid change and learning is exciting to you and you thrive in ambiguous startup environments.
Youre relentless.There are up days and down days up minutes and down minutes. You rally yourself from the downs to conquer greater heights.
Youre detailoriented 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.Youre excited to solve problems in innovative ways and you resist this is how its always been done thinking.
You act like an owner.You do the right thing to support our current members and partners even when its 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 fastgrowing operationallyheavy startup not just internetonly 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: 9:30am6:00pm PST
Location preference: Oakland area
Required Experience:
IC
Employment Type
Full-Time
