Member Support Senior Associate

WeWork Latin America
Ciudad de México
MXN 200,000 - 400,000
Descripción del empleo

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 idealMember Support Associateis passionate about delivering exceptional service to members while exploring new and innovative ways to elevate members’ experience.

As a successfulMember 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

This job posting is for a position with an entity owned and operated by an independent franchisee and not WeWork Inc. or its subsidiaries. This franchisee owns a license to use WeWork Inc.'s logos and office designs, for example, when running its co-working business. However, this franchisee is a separate company and a separate employer from WeWork Inc. and its subsidiaries. If you are hired for the job described in this posting, the franchisee will be your employer, not WeWork Inc. or its subsidiaries. Only the franchisee is responsible for employment matters, including hiring, firing, discipline, supervisions, staffing, and scheduling employees. WeWork Inc. and its subsidiaries have no control over employment matters and will not receive a copy of your employment application and will have no involvement in any employment decisions, including whether you receive an interview for the job or whether you are hired.
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