Senior Lead, Member Support - #1802446

About Us

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work.

About The Opportunity

Community and commitment to our Members have been our brand’s driving force. We put our Members at the heart of everything we do and nowhere is this truer than in our support hubs around the world including London, Mexico, Miami & Seoul. Even in today’s digital world, there are times when Members want a personal touch or help that only a human being can give them. That’s where you come in.

WeWork’s Member Support team is on the lookout for a Senior Lead, based in London and reporting directly to the Member Experience Director. You’ll need to balance and manage your time between hands-on member and employee support, driving team performance and supporting strategic projects to drive continual improvements to our Members' experience. 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 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.

Responsibilities

• 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
  
  

Experience & Requirements

• 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)
  
  

Life at WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.