Member Success Coordinator

Summary

Join Honey Homes as a key contributor in reducing churn and raising member delight by responding to tickets, building relationships with members, and supporting product solutions.

Requirements

• You’re empathetic
• 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
• Angle Stop’ - you ask what that is, and add it to your personal dictionary. Same for processes and ways to solve problems

Responsibilities

• Responding to Tickets within 60 minutes of submission
• 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
• 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
• Execute against performance metrics. Keep on top of SLA, reduce churn, increase member upgrades

Benefits

• Compensation: $25/hour
• Hours: Full time (40 hrs/week)
• Shift: 5:00am-1:30pm PST