Member Success Coordinator

Overview

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 Door Dash, 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 Handy people team to ensure continuity, clarity, and a high-quality member experience.

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 Handy people 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.

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

• Hours:
  
  40 hours/week
• Shift: 9:00am–6:00pm PST or 8:00am–5:00pm PST
• Location:
  
  Oakland area
• Compensation: $33/hour