WeWork is currently seeking a Member Support Senior Associate to participate in new projects focusing on improved operations, member experience, and team efficiency. This position is based in Mexico and will report directly to the Member Support Manager overseeing the team for the Tri-State region. 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 Senior 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 interaction 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 environment
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
Experienced in building and evaluating customer support processes and tools
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
