Honey Homes Member Success Coordinator (3-mo contract) Remote · Full time

Member Success team member responsible for delivering member delight and empathetic customer support

Description

About

Honey Homes is a membership service for homeowners that aims to simplify home upkeep and maintenance. We provide homeowners with a dedicated handyman or handywoman and an easy-to-use app to coordinate tasks. Our goal is to eliminate the hassle and stress of homeownership and bring joy to comfortable living.


We are currently hiring for a 3-month contractor to join our Member Success team. This team is our primary point of contact for our members and handypeople to help ensure to-do's get done, enabling high customer satisfaction and retention.


This is a 40-hr/week position, with working hours from 9:30am - 6:00pm PT (including 30 min lunch break). The role can be performed remotely from anywhere in the United States.


Responsibilities:

  • 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
  • Work with the Handypeople and Operations teams to triage requests from members, assist with scheduling and membership questions, and support visit pre-scoping requests to ensure that we’re set up to deliver delight to members during their visits
  • Contribute to and support cross functional projects across Operations, Marketing and Product / Engineering teams to increase engagement, retention, and delight across our members.
  • Regularly share feedback and insights from day-to-day workflows and member interactions to help inform product and process improvements


Helpful experience

  • Background in customer success, property management, or home services experience
  • Experience at a fast-growing operationally-heavy startup, not just internet-only companies
  • Some personal, relevant experience around home ownership or home maintenance
  • Proven history of paying close attention to detail and building & following processes


Competencies

  • You’re empathetic. You’re 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 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 quickly evolving startup environments.
  • You document everything. You build repeatable playbooks that are continually improved. You share clear, concise and frequent updates team members.
  • You solve problems creatively. 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 what it takes to support our members throughout the year.
  • 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.
  • You have exposure to home ownership challenges. Some personal, relevant experience around home ownership or home maintenance.


Position Details:

  • Role Type: Contract (3-months)
  • Compensation: $25/hour
  • Hours: Full time (40 hrs/week)
  • Shift: 9:30am-6:00pm PST

Salary

$25 - $25 per hour