Regional Support Manager

**Manager, Support: Member Support & Service Desk | São Paulo**
**About Us**
At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium, or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow's world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.
**About The Opportunity**
WeWork is currently looking for a Support Manager to lead the Member Support and Service Desk teams in Latin America. The role requirements are as follows:
- Responsible for defining and delivering against customer support KPIs such as Customer Satisfaction, Response & Resolution Times, Quality Control Metrics, Cost to Serve, and Employee Engagement.
- Responsible for addressing and defining SLA targets which may include adjusting team priorities.- Selecting and hiring employees to work on the Support team.
- Defining support processes with managers, stakeholders, and other support areas to cover business needs.
- Generate insights with a clear path to drive efficiency and improve Member Satisfaction via identifying root causes and working closely with primary stakeholders in order to implement changes in processes, business rules, and general policies.
- Serve as the key stakeholder in the region for all functions needing to engage with Support teams.
- Providing prompt executive communications to the WeWork leadership team across the region including weekly and monthly reports.
- Reviewing staffing to distribute workload according to skills across the Support team.
- Overseeing the daily operations of the Support Team and working with team leaders to avoid KPI breaches.
- Reviewing and maintaining training materials, SOPs, and Knowledge Base Articles to maximize working efficiency.
- Leveraging existing tools and evaluating and implementing new tools and systems.
- Planning disaster recovery to continuity business plan.
**About You**
**Does the below sound like you? If so, we'd love to hear from you**
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You have a minimum of 5 years of experience in Contact Center operations**
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You have a minimum of 2 years of Contact Center senior leadership experience across regionally distributed teams**
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You have a mastery of industry standards used to measure, drive, and develop support teams.**
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You have excellent communication skills - verbal and written. Both Spanish and Portuguese are preferred, not essential. English essential.**
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You are a problem solver - able to effectively leverage your team to identify issues and provide solutions by delegation**
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You are tech-savvy - you have a knack for learning and understanding the complex relationships between systems and processes**
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You are Technically minded with experience working with Jira, Salesforce Service Cloud, and Tableau (New Voice Media and Five9 phone systems knowledge a bonus)**
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You have the ability to work flexible hours to connect with partners and stakeholders across the region 10% of the time**
**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. Learn more about diversity at WeWork** **here**.

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