Member Support Analyst

Há 3 dias

Sao Paulo, Brasil Wework Tempo inteiro

**About the Role**:
WeWork is currently seeking a Tier 1 Support Analyst to support our members and Community teams remotely by staying connected to support requests. This position is based in **São Paulo** and will report directly to the Support Manager.

**As a successful **Member 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 Community Management teams to ensure members’ 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; technologically savvy**
- **
Proficient with Salesforce Service Cloud or similar programs**

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

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