Member Operations Associate; NY​/NJ

About Honey Homes

Honey Homes is reimagining home ownership 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.

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.

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?

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.

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.

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.

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.

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…