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Salary: USD 72,000 - 72,000 / annual
Honey Homes is reimagining homeownership through a membership model that provides members with dedicated handyman support to maintain their homes year-round and prevent small problems from becoming expensive ones.
As a Member Operations Associate, you will own member outcomes while helping improve the systems, tools, and processes that power the entire member experience. This role goes beyond traditional customer support—you'll work directly with homeowners to solve problems and coordinate across teams to ensure they're taken care of.
Key responsibilities include:
- Own member issues end-to-end across app messaging, phone, SMS, and email, coordinating across teams and communicating proactively to ensure members feel supported throughout their journey.
- Identify recurring member issues and dig deeper to understand root causes, then work to prevent future occurrences through process improvements, automation, or documentation.
- Leverage AI tools like Claude and ChatGPT to eliminate repetitive work, improve documentation, automate workflows, and increase your effectiveness.
- Partner closely with Sales, Walkthrough Specialists, Field Operations, Billing, Product, Marketing, and other teams to surface trends, advocate for change, and improve the overall member experience.
- Own a functional area of the business (such as onboarding, messaging, knowledge management, phone operations, AI tools, NPS, reporting, or documentation) and become the team's subject matter expert in that area.
- Operate with high agency—proactively identify problems, propose solutions, build improvements, measure impact, and share learnings.
Within your first year, you should deliver consistently exceptional member experiences, develop expertise in your operational ownership area, identify and implement solutions to reduce support volume, build AI-powered workflows, create documentation and SOPs, and become a trusted cross-functional partner.
Note: This role operates on a Sunday–Thursday shift schedule.
Requirements:
- 2+ years of experience in customer support, customer success, operations, hospitality, or another customer-facing role.
- Outstanding written and verbal communication skills.
- Strong organizational skills and ability to manage multiple priorities simultaneously.
- High agency and bias toward ownership; you don't wait to be asked to solve problems.
- Curiosity and desire to continuously improve how work gets done.
- Comfort learning and using AI tools like ChatGPT, Claude, or similar technologies.
- Strong critical thinking and problem-solving skills.
- Ability to collaborate effectively across multiple teams.
- Interest in process improvement, operational excellence, and building scalable systems.
- Experience in a fast-paced startup environment is a plus.
