WeWork · 1 month ago
Member Support Specialist
Miami, FL United States of America
Full-time
Onsite
Entry, Mid Level
$49K/yr - $65K/yr
2+ years expWeWork is a company that provides flexible workspace solutions to businesses worldwide. They are seeking a Member Support Specialist to provide exceptional service to members, handle escalations, and improve service quality through proactive support and collaboration with various teams.
Commercial Real EstateCoworkingFinancial ServicesProperty DevelopmentPropTechReal Estate
Responsibilities
Handling Escalations: own and handle end to end escalated calls, support requests, and feedback from Members across Tier 2
Provide expert technical support and troubleshooting to members experiencing issues with our digital products. This includes investigating and resolving problems related to the WeWork website, mobile app, and account management platforms. You will analyze member requests, identify root causes, and guide members towards effective solutions
Process manual contracts (move-ins, transfers, renewals, add-ons, etc.)
Review and adjust inventory and office information, including pricing, capacity, and new office creation
Ensuring high levels of attention to detail and providing accurate information, to minimise the need for the Member to contact us again
Collaboration: able to work independently and collaboratively, manage own workload, and remain calm and organised under pressure. Partner with in-building and engineering teams to ensure members’ requests are being resolved within agreed SLAs
Provide WeWork members and employees with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions
Support the creation of documentation in our knowledge base to constantly improve our services and processes
Engage and partner with cross-functional departments such as Billing, Facilities, Security, Applications, Engineering, Information Security, Governance & Compliance, and Building Technology where support interactions require additional team collaboration to solve
Prioritise and quickly resolve urgent and VIP member and employee interactions & questions that have been escalated from the Tier 1 or WeWork Leadership to deliver effective service recovery
Qualification
Required
Excellent customer service skills with a strong commitment to achieving targets
Creative and adaptable to overcome challenges in a constantly evolving environment
2+ years of experience in working in customer services role(s), contact center experience desirable
Extremely tech-savvy and have a knack for learning and understanding the complex relationships between systems, processes, and stakeholders
Excellent communication, collaboration, writing, and presentation skills
Excellent time management and organizational skills
Experience with a Knowledge Center/ Help Center development
This role requires in-person interaction on a weekly basis at WeWork's designated HQ
Flexible and able to work evenings & on rare occasions weekends (usually at month end)
Preferred
Strong preference for candidates who are proficient with Salesforce, ZenDesk, or FreshDesk
Benefits
20 days of PTO
Approximately 10 paid holidays
80 hours of paid sick leave
16 weeks paid parental leave
Competitive healthcare benefits
401K plan
Life & AD&D insurance
Company
WeWork
WeWork is a platform for creators that transforms buildings into dynamic environments for creativity, focus, and collaboration.
5001-10000 employees
H1B Sponsorship
WeWork has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (18)
2023 (42)
2022 (21)
2021 (16)
2020 (21)
Funding
Current Stage
Public CompanyTotal Funding
$22.2BKey Investors
SoftBank Vision FundBrookfield Asset ManagementCushman & Wakefield
2024-04-29Post Ipo Equity· $450M
2023-01-03Post Ipo Debt· $250M
2022-05-12Post Ipo Debt· $350M
Leadership Team
John Santora
Chief Executive Officer
Claudio Hidalgo
Regional President LATAM
Recent News
2026-01-13
The Real Deal
2025-12-16
2025-12-02
Company data provided by crunchbase