Community Operations Lead
WeWork Companies Inc.
Midosuji Frontier
6 日前

WeWork Japan G.K. is currently seeking a Community Support Lead to focus on improving operations, member experience, and team efficiency.

This position is based in Osaka and will report directly to the General Manager of West Japan. The ideal team member is excellent at operations and back-

of-the-house support, and passionate about delivering exceptional service to members.

As a successful Community Support Lead, your responsibilities will include (though will not be limited to) :

Taking ownership of the main support platforms for WeWork locations (ie : Zendesk) and being the primary point of contact for inbound member questions and requests for several locations

Working with the on-site Community Management teams to ensure members’ requests are being met and in a timely manner, according to the region SLAs

Support building community events by stepping in for coverage of evening events on a weekly cadence

Assist with back-of-house data input, including but not limited to : airtable expense entries, base-building document updates, consumables tracking, poster and newsletter creation

Liaising with cross-functional departments such as billing, facilities, security, IT, and digital support if request requires cross-

functional collaboration

Answering community support calls via Dialpad that are fueled from the support number

Preparing and delivering reports to key stakeholders to better understand patterns, escalations, and areas of strength and improvement

A full understanding of our products, services, and offerings, including the operational framework that allows WeWork to deliver our products, services, and offerings

Providing members with exceptional service by understanding their requests and offering thoughtful, timely, and effective solutions

Be responsible for driving positive member satisfaction scores on Zendesk, Looker, and other platforms

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

Work with leadership team to develop initiatives that improve member experience

Seek areas for automation to ensure member experience team functions at maximum efficiency

Experience and Requirements :

At least 2-3 years of customer service related work experience in a medium to high growth company and / or entrepreneurial environment

Excellent communication, writing, and presentation skills

Excellent organizational and multitasking skills

Strong preference for candidates who are :

Proficient with Excel

Experienced in building and evaluating customer support processes and tools

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