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hace 2 meses
WeWork is currently seeking a highly skilled professional to join our Member Support team as a Senior Member Support Specialist.
About the Role:
- This is a dynamic opportunity to work with a fast-paced and innovative company, focusing on delivering exceptional customer experiences and driving business growth.
- As a Senior Member Support Specialist, you will be responsible for providing top-notch support to our members, ensuring their needs are met, and exceeding their expectations.
- You will work closely with our Community Management teams to ensure seamless communication and collaboration.
- Additionally, you will be responsible for escalating complex issues, preparing reports, and providing insights to key stakeholders to drive process improvements.
Key Responsibilities:
- Provide exceptional customer service, responding to member inquiries, and resolving issues in a timely and professional manner.
- Develop and maintain a deep understanding of our products, services, and offerings, including operational frameworks and processes.
- Collaborate with cross-functional teams, such as billing, facilities, security, IT, and digital support, to resolve member requests and issues.
- Prepare and deliver reports to key stakeholders, highlighting trends, patterns, and areas for improvement.
- Escalate urgent requests and work collaboratively with stakeholders to resolve issues and ensure effective service recovery.
- Communicate feedback and suggestions to key stakeholders to drive process improvements and enhance member experiences.
Requirements:
- At least 1 year of customer service experience in a medium to high growth company and/or entrepreneurial environment.
- Excellent communication, writing, and presentation skills.
- Strong organizational and multitasking skills, with experience using cloud-based software platforms.
- Proficiency with Zendesk and experience building and evaluating customer support processes and tools.
Who We Are Looking For:
- Someone with a passion for delivering exceptional customer experiences and driving business growth.
- A team player with strong communication and interpersonal skills.
- A critical thinker with a proactive approach to problem-solving and process improvement.
