Member Support Specialist

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement— we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights.

Join us as we empower tomorrow’s world at work.

Community and commitment to our Members have been our brand’s driving force. We put our Members at the heart of everything we do and nowhere is this truer than in our support hubs around the world including London, Mexico, Miami & Seoul. Even in today’s digital world, there are times when Members want a personal touch or help that only a human being can give them.

That’s where you come in. WeWork’s Service & Experience Support team is on the lookout for a Support Specialist (Tier
2). Based in WeWork’s Miami HQ, you’ll be passionate about exceptional service and thrive in a multifaceted role and fast‑paced environment. You’ll be a point of escalation for the most challenging issues, and you’ll proactively prevent these issues at source through continuous improvement and knowledge sharing.

• Handle escalations: own and manage end‑to‑end escalated calls, support requests, and feedback from Members across Tier 2.
• Provide expert technical support and troubleshooting for members experiencing issues with our digital products, including the WeWork website, mobile app, and account management platforms. Analyze member requests, identify root causes, and guide members toward 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.
• Maintain a high level of attention to detail to provide accurate information and minimize repeat contact.
• Work independently and collaboratively, manage own workload, and remain calm and organized under pressure. Partner with in‑building and engineering teams to ensure members’ requests are resolved within agreed SLAs.
• Provide 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 continually improve our services and processes.
• Engage and partner with cross‑functional departments—Billing, Facilities, Security, Applications, Engineering, Information Security, Governance & Compliance, and Building Technology—where support interactions require additional collaboration to solve.
• Prioritize and quickly resolve urgent and VIP member and employee interactions and questions that have been escalated from Tier 1 or WeWork Leadership to deliver effective service recovery.

• 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 a customer‑services role (contact center experience desirable).
• Extremely tech‑savvy with 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.
• Strong preference for candidates proficient with Salesforce, Zendesk, or Freshdesk.
• Requires in‑person interaction on a weekly basis at WeWork’s designated HQ.
• Flexible and able to work evenings and on rare occasions weekends (usually at month end).

Base Pay: $48,750 – $65,000 Annually.

Incentive Compensation:
Employees are eligible to participate in an incentive plan specific to their role. Details will be provided upon commencing employment. WeWork reserves the right to amend incentive plans; no plan detail is guaranteed by this requisition.

Benefits:
Full‑time employees are eligible for comprehensive benefits—20 days of PTO, approximately 10 paid holidays, 80 hours of paid sick leave, 16 weeks paid…