[September 2025] 🤘 5 Updates Inspired by You + Job Opportunity

Hey it’s Mica,

This month we've received 75+ pieces of feedback for the product. On the surface this may seem overwhelming, but we see it as a gold mine of opportunities to improve.

The feedback has come through various channels:

• Our feedback form

• Calls with customers

• Product usage data

• Chat support conversations

• Requests to turn on the new Recruiter feature (more on that shortly)

Today, we’re sharing examples of feedback we received and how that led to changes in the product. (If you scroll to the bottom, we also talk about a job opportunity for the right person).

It's nice to know you all care enough to give us feedback ... so keep it coming!

Let's dive in,

-Mica
Head of Operations

🤦 How’d we miss that! Updates

These are updates we are embarrassed we didn’t see until it was pointed out by a customer.

Allow Members to Resend Gift Cards to Themselves (just released)

A customer using the new Recruiter Role asked for a feature allowing Recruiters to resend rewards to reduce their support requests.

Once we suggested that Members could resend gift cards to themselves from the Member Portal, everyone knew that was the better path.

» See the updated support doc for more information «

Improved HubSpot Phone Number Sync (in development)

In a recent call, a customer informed us that our HubSpot integration was not syncing phone numbers in the correct format.

This customer is getting tons of valuable leads through their referral program and wanted to make it easy for their salespeople to follow up directly from HubSpot.

Now we’re working on the feature, and the customer (Thanks John!) has been an awesome resource for other ways we can improve our HubSpot integration.

Product Education: How Member Limits Work (just released)

There was a spike in support requests to delete large amounts of Members from some programs.

We failed to realize that we haven’t done a good job at letting customers know that:

‼️Disabled Members do NOT count against Member limits‼️

Even though we have talked about it before, we are doing more:

• Updated our Support Docs Article - What happens when I reach my Member limit?

• Mention Disabled Members don’t count on the Account page (where customers can see their limits)

💥 Small Mentions → Big Impact Updates

These are updates that we saw a small kernel of information and went deeper to find something bigger.

Standardized Referral Addresses (released this summer)

Six months ago, there was a rise in conversations and feedback submissions for additional custom fields. We dug deeper and realized many of the custom fields were used to collect physical address information from referrals.

Instead of adding more custom fields (we still plan to do) we decided to build in better capture of referral addresses (also extending to Member addresses in the near future).

» Read about the Referral Address Feature «

New Recruiter Role (released this month)

Over a year ago, we were working with a customer who had multiple service locations. Their frontline service reps were the main points of contact with the customer.

As we dug into understanding a rep’s day to day workflow, it became very clear to us that these reps needed their own role and portal to help them get more referrals.

» Read about the Recruiter Role & Portal «

👋 We're hiring

Love our product, know our product, want to help improve our product?

We’re hiring for a Product Solutions Manager

• Are you someone who thrives at the intersection of customers and solving problems systematically?

• This is a unique opportunity for a hands-on system builder who enjoys working directly with customers.

• You will become a Referral Rock product expert that connect the dots and bridges the gaps to customer adoption.

• You’ll live at the product->customer intersection but lean closer to customers and report to Mica (Head of Operations) who also owns sales, customer services, and all things day-to-day operations.