Member Success Coordinator

Honey Homes•Oakland, CA

1d•$33 - $33

About The Position

Honey Homes is a tech-forward home maintenance service, creating a hassle-free solution for homeowners and rewarding jobs for the professionals who 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 comes from woman-led funds. You can learn more about the benefits of a Honey Homes membership here. Role Overview: As a Tier 2 Member Success Specialist, you’ll play a critical role in supporting our members through more complex, high-impact situations. This includes handling member escalations, managing handyperson transitions, and resolving nuanced scheduling, service, and membership challenges that require judgment, empathy, and cross-team coordination. You’ll act as a trusted point of contact for members who need extra care, while also serving as a key partner to Operations and our Handypeople team to ensure continuity, clarity, and a high-quality member experience. 3-Month Outcomes Be a key contributor in reducing churn and increasing member delight by owning complex member situations end-to-end. Respond to inbound tickets within SLA, with an emphasis on Tier 2 cases and escalations. These may include service disruptions, handyperson transitions, repeated issues, or high-risk churn scenarios. Serve as a calm, confident voice for Honey Homes during sensitive member conversations. Build trust through clear communication, empathy, and thoughtful resolution. Own handyperson for assigned members, including proactive outreach, expectation setting, and coordination with Operations to ensure a smooth handoff and minimal disruption. Partner closely with Handypeople and Operations via Slack and internal tools to triage issues, prepare for upcoming visits, and resolve on-the-ground challenges. Support visit pre-scoping, complex scheduling needs, and membership questions that require deeper product or policy knowledge. Identify members at risk of churn and proactively engage them with solutions, education, or plan adjustments to help them get more value from their membership. Execute against performance metrics including SLA adherence, churn reduction, escalation resolution time, and successful handyperson transitions. Bring a problem-solving mindset to ambiguous or non-standard member issues. Work independently while knowing when to loop in cross-functional partners to drive resolution. Contribute to process improvements by identifying recurring issues, testing new tools or workflows, and sharing data-backed insights with Product and Operations. Take ownership of small projects or initiatives that improve internal workflows, escalation handling, or member communication standards.

Requirements

3+ years experience in customer success and escalations support
Experience at an operationally complex, fast-growing company (not solely internet-based)
Familiarity with homeownership or home maintenance concepts
Proven ability to follow and improve processes while maintaining a high attention to detail

Responsibilities

Reducing churn and increasing member delight by owning complex member situations end-to-end.
Respond to inbound tickets within SLA, with an emphasis on Tier 2 cases and escalations.
Serve as a calm, confident voice for Honey Homes during sensitive member conversations.
Own handyperson for assigned members, including proactive outreach, expectation setting, and coordination with Operations to ensure a smooth handoff and minimal disruption.
Partner closely with Handypeople and Operations via Slack and internal tools to triage issues, prepare for upcoming visits, and resolve on-the-ground challenges.
Support visit pre-scoping, complex scheduling needs, and membership questions that require deeper product or policy knowledge.
Identify members at risk of churn and proactively engage them with solutions, education, or plan adjustments to help them get more value from their membership.
Execute against performance metrics including SLA adherence, churn reduction, escalation resolution time, and successful handyperson transitions.
Bring a problem-solving mindset to ambiguous or non-standard member issues.
Work independently while knowing when to loop in cross-functional partners to drive resolution.
Contribute to process improvements by identifying recurring issues, testing new tools or workflows, and sharing data-backed insights with Product and Operations.
Take ownership of small projects or initiatives that improve internal workflows, escalation handling, or member communication standards.