Member Success Coordinator jobs in United States
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Honey Homes · 1 month ago

Member Success Coordinator

positionOakland HQ
timeFull-time
remoteOnsite
seniorityMid Level
money$33/hr - $33/hr
date3+ years exp

Honey Homes is a tech-forward home maintenance service that offers a hassle-free solution for homeowners. The Member Success Coordinator will support members through complex situations, handle escalations, and ensure a high-quality member experience by collaborating with Operations and Handypeople teams.

Home ServicesReal EstateSoftware

Responsibilities

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

Qualification

Customer success experienceEscalation supportOperational complexityHome maintenance knowledgeEmpathyCuriosityProblem-solvingAttention to detailAdaptabilityCritical thinkingOwnership

Required

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

Company

Honey Homes

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Honey Homes is a home maintenance firm that offers house maintenance and related services.
dateFounded in 2021
location
Lafayette, California, USA
people-size2-10 employees
web-link
https://www.honeyhomes.com

Funding

Current Stage
Early Stage
Total Funding
$30.38M
Key Investors
Era VenturesKhosla Ventures
2024-05-15Series A· $9.25M
2023-06-27Series A· $9M
2023-06-27Seed· $3.12M

Leadership Team

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Vishwas Prabhakara
Founder & CEO
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Recent News

flybridge.com
Flybridge portfolio - Honey Homes
2025-06-23
Inman
Even sweeter. Honey Homes draws $9.25M with latest funding round
2024-06-05
Business Wire
Honey Homes Raises $9.25 Million in Series A-1 Funding For Fast-Growing Home Upkeep Membership
2024-06-05
Company data provided by crunchbase