Member Success Coordinator

Honey Homes•Oakland, CA

4d•$33 - $33•Onsite

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. 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.

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
You’re empathetic and steady under pressure. You understand both the emotional side of homeownership and the realities of field work.
You’re skilled at prioritization and can confidently assess urgency, impact, and next steps across multiple member situations.
You’re comfortable operating in ambiguity and enjoy solving problems in a fast-moving startup environment.
You’re resilient and adaptable. You can reset quickly after a tough interaction and show up consistently for the next member.
You’re detail-oriented and document clearly. You value clean handoffs, thorough notes, and process consistency.
You think critically and solve problems from first principles, rather than defaulting to “how it’s always been done.”
You take ownership. You follow issues through to resolution and advocate for the right outcome for members and the business.
You’re curious and eager to learn. Home maintenance terms, internal tools, and evolving processes don’t intimidate you — they motivate you.

Responsibilities

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.