Member Operations Associate (Oakland)

Job description

# **About Honey Homes** Honey Homes is reimagining homeownership through a membership that makes maintaining a home effortless. Our members have a dedicated handyman who proactively cares for their home year-round, helping prevent small problems from becoming expensive ones. The **Member Operations Associate** is the evolution of traditional customer support. Rather than simply responding to members, you'll own member outcomes while helping improve the systems, tools, and processes that power the entire member experience. Every day you'll work directly with homeowners, helping them solve problems and coordinating across teams to ensure they're taken care of. But that's only part of the job. You'll also identify recurring issues, improve workflows, leverage AI to eliminate repetitive work, and partner across the business to make Honey Homes better for both our members and our internal teams. This is an ideal role for someone who enjoys helping people, loves solving problems, thinks in systems rather than one-off solutions, and is excited about using AI and technology to fundamentally change how customer operations are run. This is a hybrid role based in our Oakland headquarters (4 days/week in office). **Please note the shift for this role is Sunday - Thursday**. ## What You'll Do ### **Own the member journey** Own member issues from beginning to end across app messaging, phone, SMS, and email. You'll coordinate across teams, communicate proactively, remove blockers, and ensure every member feels taken care of throughout their experience. Solving the immediate problem is expected. Owning the outcome is the standard. ### **Solve today's problems while eliminating tomorrow's** Every recurring member issue should trigger a deeper question: *Why did this happen? How do we prevent it? Can we automate it? Should we document it? Does another team need to know?* Your job isn't complete when the ticket is resolved. It's complete when you've helped reduce the likelihood another member experiences the same problem. ### **Use AI to multiply your impact** Leverage AI tools like Claude and ChatGPT to eliminate repetitive work, improve documentation, automate workflows, and increase your effectiveness. We expect everyone on the team to actively experiment with new tools, test ideas, and continuously improve how work gets done. ### **Improve the member experience** Member Success sits at the center of the member experience. You'll partner closely with Sales, Walkthrough Specialists, Field Operations, Billing, Product, Marketing, Recruiting, and other teams to surface trends, advocate for change, and help implement better ways of working. Our responsibility is the entire member journey, not just the conversations that reach our queue. ### **Own a functional area** In addition to supporting members, every Member Operations Associate owns an area of the business. This might include onboarding, messaging, knowledge management, phone operations, AI tools, NPS, reporting, documentation, or another operational focus area. You'll become the team's subject matter expert and be responsible for continuously improving how that area operates over time. ### **Operate with high agency** We don't wait for someone else to identify problems. We expect every teammate to proactively find opportunities, propose solutions, build improvements, measure their impact, and share what they've learned. Curiosity, ownership, systems thinking, and continuous improvement aren't nice-to-haves—they're core expectations of the role. ## What Success Looks Like Within your first year, you'll: - Deliver consistently exceptional experiences for Honey Homes members. - Develop expertise in your operational ownership area and drive measurable improvements. - Identify recurring member issues and help implement solutions that reduce future support volume. - Build AI-powered workflows and automations that improve efficiency across the team. - Create documentation, SOPs, and knowledge resources that make the organization more effective. - Become a trusted cross-functional partner who proactively identifies opportunities to improve operations and follows through on delivering results. ## What We're Looking For We're looking for people who care deeply about helping customers but are equally motivated to improve the systems behind the customer experience. The strongest candidates will bring many of the following: - 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 the ability to manage multiple priorities simultaneously. - High agency and a bias toward ownership - you don't wait to be asked to solve problems. - Curiosity and a desire to continuously improve how work gets done. - Comfort learning and using AI tools like ChatGPT, Claude, or similar technologies to improve productivity. - Strong critical thinking and problem-solving skills. - The ability to collaborate effectively across multiple teams. - An interest in process improvement, operational excellence, and building scalable systems. - Experience working in a fast-paced startup environment is a plus. The compensation for this role is **$72,000 plus equity**. Because it's part of a structured program, we offer the same compensation package to everyone in the program and therefore is non-negotiable. *We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Women and under-represented minorities are encouraged to apply.*