Member Support Project Manager

Job Description

About the Role:

WeWork is currently seeking a Member Support Project Manager who will report directly to the Member Support Director. The ideal Member Support Project Manager aspires to be a key player in driving process and product improvement within the Member Support team and across other departments, with an explicit focus on member experience. Candidates for this role must be able to find balance between strategy and execution, and there will be a frequent demand to switch between the two day-to-day.

As a successful Member Support Project Manager, your primary 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
• Regular review and analysis of performance and category data for support requests
• Assisting with improvement of training processes and materials used by the Member Support team, and partnering with Member Support people managers with onboarding new hires
• Communicating feedback to Member Support leadership to improve support processes and product offerings
• Monitoring member satisfaction and communicating both across departments and upwards within the Member Support team
• Management of self-service customer-facing help center articles driving inbound inquiries per customer down by giving customers tools to help themselves
• Working with Member Support leadership team to execute initiatives that improve member experience
• Partnering with Community Management teams to ensure customer needs are being met

Education and Experience:

• At least 2 years 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
• Strong preference for candidates who are:
  • Proficient with Zendesk
  • Experienced in building and evaluating customer support processes and tools