Member Support Specialist, WeWork
Shared workspace community & office services
Open for applications
Shared workspace community & office services
1001+ employees
Open for applications
1001+ employees
Company mission
To create environments where people and companies come together and do their best work.
Role
Who you are
- You’ll already have or develop exceptional knowledge of the WeWork brand and service in each territory we operate in
- Quick thinking and top communication skills will be critical to your success
- Excellent customer service skills with a strong commitment to achieving targets
- Creative and adaptable to overcome challenges in a constantly evolving environment
- 2+ years of experience in working in customer services role(s), contact center experience desirable
- Extremely tech-savvy and have a knack for learning and understanding the complex relationships between systems, processes, and stakeholders
- Excellent communication, collaboration, writing, and presentation skills
- Excellent time management and organizational skills
- Experience with a Knowledge Center/ Help Center development
- Strong preference for candidates who are proficient with Salesforce, ZenDesk, or FreshDesk
- This role requires in-person interaction on a weekly basis from WeWork’s designated HQ
- Flexible and able to work evenings & on rare occasions weekends (usually at month end)
What the job involves
- WeWork’s Member Support team is on the lookout for a Support Specialist (Tier 2)
- Based in WeWork’s Miami HQ, you’ll be passionate about exceptional service and thrive in a multifaceted role and fast-paced environment
- You’ll not only be a point of escalation for the most challenging issues but also be proactive in preventing these issues at source through continuous improvement and knowledge sharing
- As an expert troubleshooter, you’ll respond to incoming interactions across multiple channels including ticketing systems (Salesforce Service Cloud), phone calls, live chat, and social media
- When you’re not directly supporting our Members you’ll be supporting projects and initiatives that elevate our service quality & efficiency
- You’ll have no problem stepping in and delivering or arranging (in collaboration with in-building teams) ‘service recovery’ that could make a massive difference to our reputation and to our Members’ experience when we haven’t got something right
- Handling Escalations: own and handle end to end escalated calls, support requests, and feedback from Members across Tier 1 & 2
- You’ll also add to the business's growing ‘voice of the customer’, delivering actionable Member insights to the wider Member Experience team to drive down customer effort and increase customer satisfaction
- Provide expert technical support and troubleshooting to members experiencing issues with our digital products. This includes investigating and resolving problems related to the WeWork website, mobile app, and account management platforms. You will analyze member requests, identify root causes, and guide members towards effective solutions
- Process manual contracts (move-ins, transfers, renewals, add-ons, etc.)
- Review and adjust inventory and office information, including pricing, capacity, and new office creation
- Ensuring high levels of attention to detail and providing accurate information, to minimize the need for the Member to contact us again
- Collaboration: able to work independently and collaboratively, manage own workload, and remain calm and organized under pressure. Partner with in-building and engineering teams to ensure members’ requests are being resolved within agreed SLAs
- Provide WeWork members and employees with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions
- Support the creation of documentation in our knowledge base to constantly improve our services and processes
- Engage and partner with cross-functional departments such as Billing, Facilities, Security, Applications, Engineering, Information Security, Governance & Compliance, and Building Technology where support interactions require additional team collaboration to solve
- Prioritize and quickly resolve urgent and VIP member and employee interactions & questions that have been escalated from the Tier 1 or WeWork Leadership to deliver effective service recovery
Our take
WeWork is a commercial real estate company that pioneered the shared workspace market, providing spaces for anyone from freelancers to Fortune 500s. Traditional leases typically require businesses to commit to an office for 5-10 years, whilst WeWork allows its members to scale up from a single hot desk to a private office or custom-built suite, depending on their needs.
WeWork has hundreds of locations across the globe, with hundreds of thousands of members. While its initial rapid growth and dominance in key global hubs was impressive, it has since had to scale back and strategically re-align itself in an unstable economic climate.
There is certainly still potential for WeWork to see renewed growth and success, especially as remote and hybrid working continues to be popular. That said, observers will have to wait to see the eventual affect of its restructuring - and only time will tell what the company's future looks like.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 15 rounds)
Jan 2019
$1bn
SERIES H
Nov 2018
$3bn
GROWTH EQUITY VC
Total funding: $12.4bn
Company benefits
- Health and dental insurance
- Free breakfast everyday
- Flexible working hours
- Work from home opportunities
Company values
- Do The Right Thing - We know the “right thing” is a deliberate action we must always take
- Strive To Be Better, Together - We’ve always believed that we are better together
- Be Entrepreneurial - To reshape the way the world works, we must be bold, act with courage, and demonstrate resiliency
- Give Gratitude - We will not take anyone or anything for granted
- Be Human, Be Kind - Collaboration, kindness, and authenticity are essential to our humanity
Company HQ
Chelsea, New York, NY
Articles
Leadership
David Tolley
(CEO, not founder)Also Co-Chief Restructuring Officer and CFO at Intelsat. Previously worked at Stonepeak Infrastructure Partners as a Senior Advisor.
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