Member Operations Associate (NY/NJ)

Honey Homes•New York, NY

About The Position

The Member Operations Associate is the evolution of traditional customer support. Rather than simply responding to members, you'll own member outcomes while helping improve the systems, tools, and processes that power the entire member experience. Every day you'll work directly with homeowners, helping them solve problems and coordinating across teams to ensure they're taken care of. But that's only part of the job. You'll also identify recurring issues, improve workflows, leverage AI to eliminate repetitive work, and partner across the business to make Honey Homes better for both our members and our internal teams. This is an ideal role for someone who enjoys helping people, loves solving problems, thinks in systems rather than one-off solutions, and is excited about using AI and technology to fundamentally change how customer operations are run.

Requirements

2+ years of experience in customer support, customer success, operations, hospitality, or another customer-facing role.
Outstanding written and verbal communication skills.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
High agency and a bias toward ownership - you don't wait to be asked to solve problems.
Curiosity and a desire to continuously improve how work gets done.
Comfort learning and using AI tools like ChatGPT, Claude, or similar technologies to improve productivity.
Strong critical thinking and problem-solving skills.
The ability to collaborate effectively across multiple teams.
An interest in process improvement, operational excellence, and building scalable systems.

Nice To Haves

Experience working in a fast-paced startup environment is a plus.

Responsibilities

Own member issues from beginning to end across app messaging, phone, SMS, and email. You'll coordinate across teams, communicate proactively, remove blockers, and ensure every member feels taken care of throughout their experience.
Identify recurring member issues and help implement solutions that reduce future support volume.
Leverage AI tools like Claude and ChatGPT to eliminate repetitive work, improve documentation, automate workflows, and increase your effectiveness.
Partner closely with Sales, Walkthrough Specialists, Field Operations, Billing, Product, Marketing, Recruiting, and other teams to surface trends, advocate for change, and help implement better ways of working.
Own an area of the business, becoming the team's subject matter expert and continuously improving how that area operates over time.
Proactively find opportunities, propose solutions, build improvements, measure their impact, and share what you've learned.