Member Experience Specialist

| Greater LA Area

Honey is a fast-growing startup based in Los Angeles. Our online shopping platform offers users a smarter way to shop. Through a simple browser extension, we open up instant access to exclusive savings, deals, rewards and discovery, all powered by the collective knowledge of Honey’s community of online shoppers. We are helping millions save when they shop online, and we're hiring! We are actively seeking a Member Experience Specialist to add to our small but rapidly growing Member Experience Team.

 

About the Membership Experience team:

 

Our Membership Experience Specialists are the connection between Honey and the world— they collect and analyze feedback, detect trends, diagnose bugs, make wrongs right, and help our 10+ million members worldwide find great deals every day.

 

 About the Role:

 

As a member of our team, you will tackle challenging issues of scale, reliability, and member experience. We’re looking for an empathetic, personable and patient person who finds joy in problem-solving, thrives in a fast-paced environment, and loves making a person’s day. Most of your time will be spent interacting with members to help them with our core Extension (and soon to come mobile app!) via email, live chat, and social media, so a talent and love for writing and helping others is a must. As our team continues to grow, you will also have the opportunity to lead projects that improve our processes and functionality.

 

Responsibilities:

  • Deliver timely, accurate, and professional support to Honey members via email, live chat, and social media (Facebook, Twitter, YouTube, and Instagram).
  • Identify, investigate, and solve member inquiries and surpass their expectations
  • Help the team identify trends and report on key performance indicators (KPIs)
  • Create and update support knowledge base articles with the purpose of educating our members and helping provide them with “self-serve” solutions
  • Collaborate with engineers and product managers to troubleshoot member issues and socialize trends, tally feature requests, and surface bugs to appropriate teams
  • Embody Honey’s core values, voice, and tone to provide a world-class experience for our growing global community

 Must-Have Qualifications:

  • Bachelor’s Degree
  • At least 6 months’ experience in a customer-facing tech support role
  • Computer proficiency required; we work on Macs but also have a PC to troubleshoot issues for our members who have PCs
  • Willingness to work a flexible schedule, spanning 7AM to 7PM PST.
  • Flexibility to work weekends and holidays as needed during our busy shopping seasons

 Nice-to-Have Qualifications:

  • Previous support experience with Desktop apps and iOS and Android mobile apps
  • Familiarity with HelpScout, Zen Desk, Desk, or similar help desk software
  • Familiarity with JIRA, Asana, or other team task tracking software
  • Previous experience at a startup or similar face-paced tech environment
  • Experience using SQL or Google BigQuery

Honey is an equal opportunity employer. We are committed to building a diverse and inclusive company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • GoLanguages
    • ReactLibraries
    • ReduxLibraries
    • ApolloLibraries
    • GraphQLLibraries
    • KubernetesLibraries
    • DockerLibraries
    • React NativeLibraries
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • SparkFrameworks
    • Apache Beam w. Google Dataflow using ScioFrameworks
    • MySQLDatabases
    • BigTableDatabases
    • BigQueryDatabases
    • ElasticsearchDatabases
    • Google SpannerDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement

Location

We're about a block away from the Staples Center, two blocks from the 7th Street Metro Station, and across the street from 7th and Figueroa!
990 W 8th Street, Los Angeles, CA 90017

Insider's spotlight

What are some social events your company does?

We have a regular company all-hands that gives everybody from different teams a chance to catch up with each other, quarterly recreational tournaments (usually ping-pong or competitive video games), board game nights, and a lot of the time just hanging out at whatever local events may be going on.

Sean

Software Engineer

How do you collaborate with other teams in the company?

Cross-team collaboration plays a big role in ensuring deploys go smoothly. Sync ups between Engineering, Product, Design, and beyond, occur on a daily basis. Whether it’s a drop-in at someone’s desk, a Slack message to update a spec/status of a ticket, or a full on meeting--the communication never stops, to ensure that we’re all on the same page.

Yvonne

QA Engineer

What are some things you learned at the company?

Being flexible and stepping out of my comfort zone. At Honey, several times I’m given the opportunities I’ve never had prior to working here. For example, I’ve had to schedule, plan and drive meetings. I’ve also had to get used to constantly presenting my work to my peers. It’s really great because it’s taught me how to be a better communicator.

Xola

Software Engineer

How do you make yourself accessible to the rest of the team?

We have a completely open culture at the company, from seating to communication. Every Friday we do a company wide stand-up where we are as transparent as possible. The only way we can hit our objectives is if everybody is operating with the same information.

Glen

COO

How has your career grown since starting at the company?

I started at Honey when there were only 10 people in the company and today we have over 100 employees. In the past 2 years we’ve seen tremendous growth both internally and externally which has allowed me the opportunity to build out a team underneath me, work across departments and provide input for the product and company’s future.

Stephanie

Sr. Director of Partnerships

What are Honey Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Honey matches up to 3% of employee contributions
Company Equity
Honey is still offering early-stage equity to anyone who joins the team
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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