Member Support Associate Manager

About the Role:
WeWork is currently seeking a Member Support Associate Manager. This full time position is
based in Mexico City, and will report directly to the Director, Member Support based in New
York City. The Member Support Manager will lead a team of support agents, and an ideal
candidate aspires to set the bar for member advocacy, superior service, and helping to design
world-class service policies and infrastructure.
As a successful Member Support Associate Manager, your primary responsibilities will
include (though will not be limited to):
• A full understanding of our products, services, offerings and support processes
• Management of at least 1 direct report
o Managing staffing and shift schedules
o Tracking performance and providing regular qualitative and quantitative
quality assurance
o Conducting regular one-on-one meetings with individual team members
focusing on performance and growth
o Organizing regular team-wide meetings to provide an open forum to discuss
questions, address issues, and provide relevant updates
o Responsible for overall performance of team and region
• Regular reporting of team performance to the Director, Member Support
• Responding to inbound customer inquiries via phone, chat, email and a ticketing
platform (Zendesk)
• Developing / improving processes and training used by the Member Support Team
• Building relationships with department leaders to improve support processes and
product offerings
• Hiring additional analysts to account for market needs while running as efficiently as
possible
Duties:
• Provide high-quality customer service to members to ensure excellent member
experience
• Answer inbound customer service related calls via Zendesk Voice call platform
• Answer inbound customer service related email tickets via Zendesk for members
• Troubleshoot member-facing support inquiries and escalate to appropriate
department / product owners where necessary
• Monitor member satisfaction, drive improvement, and communicate both across
departments and upwards within the Member Support team
• Work with leadership team to develop initiatives that improve member experience
• Work with local community management teams to ensure customer needs are being
met
• Evaluate ongoing processes and infrastructure; set up new systems as needed for new
markets
• Seek areas for automation to ensure team functions at maximum efficiency
Education and Experience:
• Bachelor's Degree or equivalent education/professional experience required
• At least 2 years 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:
o Proficient with Zendesk
o Experienced in building and evaluating customer support processes and tools


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