Customer Support Analyst

About the Role:

WeWork is currently seeking a Customer Support Analyst to participate in new projects focusing on improved operations, customer experience, and team efficiency. An ideal person is passionate about delivering exceptional service to members while exploring new and innovative ways to elevate customer experience (backoffice in phone)


As a successful Customer Support Analyst, 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 buildings teams to ensure customers 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 (Salesforce)

Advanced English, minimum B2 (Must)


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 customer concerns, requests, and questions knowing you have the opportunity to shape their experience


Life at WeWork

Just as we empower our community, we believe in empowering our team to create their own life's work. We move fast and challenge each other, but we always make sure we look out for one another. Our culture and values are what make working here rewarding.

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.

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.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.