Senior Member Support Lead, WeWork
Shared workspace community & office services
Be an early applicant
Shared workspace community & office services
1001+ employees
Be an early applicant
1001+ employees
Company mission
To create environments where people and companies come together and do their best work.
Role
Who you are
- 3+ years of experience in working in customer services role(s), contact center experience desirable
- Experience driving industry-standard metrics used to measure, direct, and develop support teams
- 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 developmen
- Strong preference for candidates who are proficient with Salesforce, ZenDesk, or FreshDesk
- This role requires in-person interaction on a weekly basis at WeWork’s designated HQ
- Flexible and able to work evenings & on rare occasions weekends (usually at month end)
What the job involves
- 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 managing and coaching the team of Support Specialists and supporting projects and initiatives that elevate our service quality & efficiency
- You’ll have exceptional knowledge of WeWork’s products and services in each territory we operate in
- Quick thinking and top communication skills will be critical to your success
- 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
- Through appropriate, regular, and creative communications, you’ll inform teams of any daily and unexpected operational changes, updates, and tools they need to do their job properly
- You’ll also add to the business's growing ‘voice of the customer’, reviewing member insights and creating action plans for the wider support team to increase customer satisfaction
- Motivating your Team: this role currently has three direct reports - you’ll be able to build trust, inspire, and drive your team to collaborate, contribute to, and execute individual and team goals in-person or remotely. Can adapt and motivate teams from all backgrounds, and is skilled in leveraging personal passions to drive developmental and business goal
- You’ll know when to celebrate success when teams are meeting or exceeding individual goals and skills & performance gaps have been closed
- Leading Team Meetings: Hosts daily huddle meetings and regular team meetings, presenting data and driving accountability. Coach performance improvement and encourage growth through our Quality & Assurance programme
- You’ll be a role model by contributing to the team's productivity and our Members’ experience by achieving and exceeding your own goals
- Handling Escalations and Manager Tasks: Fields escalated calls, support requests, and feedback from Members across Tier 1 & 2. Review communication channels from the team to regularly pick up ad hoc tasks such as approving discounts or gestures of goodwill. Has a budget-focused approach to decision-making whilst keeping member experience a priority
- Strategic Agility: Measures team performance against goals, and evaluates how results impact the team and business. Able to see around corners, embrace ambiguity, and prepare your team to shift focus and priorities without hesitation
- Collaboration: Able to work independently and collaboratively, manage own workload, and remain calm and organised under pressure
- Drive for Results: Leverages business acumen and interpersonal skills to assess the team’s strengths and opportunities. Measures, and monitors process, progress, and results. Is steadfast and able to create an environment of healthy competition that inspires and drives business initiatives
- Comfortable with Conflict: Able to engage in positive conflict and hold the team accountable to behavioral standards and meet team & individual goals. Can quickly find common ground, solve problems for the good of all, and drive most issues to closure with minimum noise. Can present solutions to upper management without tension and nervousness
- Building relationships: Builds and maintains relationships with stakeholders of all levels to improve support processes and product offerings. Is viewed as a resource for wisdom and guidance by teammates. Has a high EQ and is a natural teacher/coach
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
-6% employee growth in 12 months
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 HQ
Chelsea, New York, NY
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.
Share this job
View 9 more jobs at WeWork