WeWork - Member Support Specialist

WeWork is currently seeking a Member Support Associate to participate in new projects focusing on improved operations, member experience, and team efficiency. This position is based in London and will report directly to the Member Support Manager. An ideal Member Support Associate is passionate about delivering exceptional service to members while exploring new and innovative ways to elevate members’ experience.

As a successful Member Support Associate, your responsibilities will include (though will not be limited to):

  • A full understanding of our products, services, and offerings, including the operational framework that allows WeWork to deliver our products, services, and offerings

  • Taking ownership of the interactive platform for WeWork locations and being the primary point of contact for inbound member questions and requests

  • Providing members with exceptional service by understanding their requests and offering thoughtful, timely, and effective solutions

  • Working side-by-side with the on-site Community Management teams to ensure members’ requests are being met

  • Liaising with cross-functional departments such as billing, facilities, security, IT, and digital support if request requires cross-functional collaboration

  • Preparing and delivering reports to key stakeholders to better understand patterns, escalations, and areas of strength and improvement

  • Escalating urgent requests and questions to appropriate stakeholders and working collaboratively towards a resolution and effective service recovery

  • Consistently communicating feedback and suggestions to key stakeholders to improve processes and member experience

  • Thinking critically around the services and support and challenging the status quo to drive member satisfaction

Experience and Requirements:

  • At least 1 year of customer service related work experience in a medium to high growth company and/or entrepreneurial environments

  • Excellent communication, writing, and presentation skills

  • Excellent organizational and multitasking skills

  • Experience using cloud-based software platforms; technologically savvy

  • Strong preference for candidates who are:

    • Proficient with Zendesk

Who You Are and Key Competencies:

  • Demonstrate responsibility, accountability, empathy, and high emotional intelligence

  • Ability to think critically and analytically to offer proactive ideas and solutions that influence change

  • Genuine care for people and patience in hearing member concerns, requests, and questions knowing you have the opportunity to shape their experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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