About the Role :
Community is currently seeking a Zendesk champion to take on a new project to centralise support for our members. Across WeWork, Community and the Member Support Team are participating in new projects focusing on improved operations, member experience, and team efficiency.
We are looking for someone looking for a new challenge with a lot of potential for professional development, building out new processes and communicating with Community and Members across your city.
The success of this project will help create more face to face time for community teams, elevating the member experience in the region.
Your responsibilities will include (but will not be limited to) : Full ownership for all first replies to support requests from Members, focusing on quality of responses and not speed of first reply.
Working side-by-side with the on-site Community Management teams to ensure members’ requests are being met A full understanding of our products, services, and offerings, including the operational framework that allows WeWork to deliver our products, services, and offerings Connecting some escalating requests to 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 Consistently communicating feedback and suggestions to key stakeholders to improve processes and member experience Thinking critically around the services and support to drive member satisfaction
Who You Are and Key Competencies :
Passion for operational excellence Excellent organizational and multitasking skills 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 We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.