Member Support Associate

About the Role:
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 [LOCATION] and will report directly to the Member Support Manager overseeing [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 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 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


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