Community Lead
hace 1 semana
Senior Customer Service / Community Lead
About Us
WeWork began in 2010 with a vision to build the first global physical platform designed to bring people together. Today, we offer access to a desk, an office, a headquarters, or an entire building in hundreds of cities around the world; with over a third of the Fortune 500 companies being part of the WeWork community.
About The Opportunity
Our Community team is an integral part of our business with the mission to enable our members to create their life's work. As a Sr Customer Service or Community Lead, you are integral to the elevated member experience at your WeWork location. You will report to your building each day and will be responsible for ensuring we meet our members' needs and maintain our WeWork global standards. In addition, you'll ensure we deliver on our targets for an uncompromised member experience through curated events based on members' interests, introducing members to each other for business opportunities, and creating a welcoming environment for members and their guests.
In This Role, You'll
- Membership Engagement, Retention & New Sales:
- Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership.
- Anticipate member and guest needs.
- Follow up in person with all members who've submitted a bad rating Medallia response.
- Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.
- Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.
- Upgrade and renewal owned accounts and also contribute with new sales.
- Building Operations And Management:
- Conduct morning walkthroughs to address any issues, escalating any recurring issues to your manager and/or relevant cross-functional teams.
- Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion.
- Liaise with in-building, third party cleaning companies to ensure space is kept up to standards.
- Track, audit, and organize keys collected and distributed.
- Manage keycard stock and request new inventory as needed.
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.
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