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. About the Opportunity As a Customer Service Lead or Community Lead, you are key to providing an elevated member experience at your WeWork location. You will report daily to your building and will be responsible for ensuring we meet our members’ needs and uphold our global standards. Additionally, you’ll ensure the delivery of our member experience targets through curated events, facilitating business connections among members, and creating a welcoming environment for members and guests. Your role includes, but is not limited to, the following responsibilities: Membership Engagement & Retention: - Conduct scheduled, quarterly check-ins with owned accounts to maximize their WeWork membership value and regularly check on all members’ experiences. - Anticipate member and guest needs using collected information to enhance their experience. - Follow up in person with members who submit negative feedback via our member experience system, Medallia. - Resolve issues using the severity scale, ensuring solutions fully meet member needs. - Review Medallia responses to identify areas for improvement and implement proactive changes. - Support front desk coverage as needed to ensure consistent service during business hours. Move-In & Move-Out: - Conduct pre-move-in meetings with new accounts for a smooth onboarding. - Complete new member orientation within the building. - Create onboarding materials such as welcome notes and FAQ guides. - Conduct exit interviews to gather feedback on departing members’ experiences. - Arrange building tours for VIPs or prospective members as needed. - Coordinate with the Growth Team for member-related discussions (e.g., move-out, extensions, transfers). - Show the space to potential new members, highlighting tailored benefits. Events: - Provide feedback on programming and evaluate events based on attendance and satisfaction. - Organize and host weekly social events to foster community. - Promote events through posters and communications. - Ensure operational requirements for events are met (e.g., HVAC, elevators). Building Operations & Management: - Perform morning walkthroughs to address issues, escalating as needed. - Communicate policies and updates to members via email, in person, or broadcasts. - Manage building energy levels and liaise with cleaning services to maintain standards. - Track keys and manage keycard inventory. - Handle community responsibilities and operational duties, liaising with sales and management teams. Safety and Security: - Understand and follow emergency procedures. - Create incident reports and respond to medical or security emergencies as instructed. About You We’d love to hear from you if you meet the following qualifications: - Bachelor’s Degree in Tourism, Hospitality, or related field. - 3+ years’ experience in hospitality. - Proficient in English. - Experience in sales or event planning is a plus. - Excellent interpersonal and networking skills. - Strong communication skills, both verbal and written. - Organized, attentive to detail, and capable of multitasking. - Enjoy building and maintaining relationships. - Availability to work onsite at WeWork Calle 26. Salary: $4,000,000 COP/month + benefits Life at WeWork Being a WeWorker is more than just a job. We believe the magic of work is sparked by passion, community, and purpose. Join a community that embraces and inspires you, where your perspectives are celebrated, and where you can grow both personally and professionally. About Us Founded in 2010, WeWork aims to create environments where people and companies come together to inspire and excel. We are a leading global provider of flexible workspaces, offering innovative solutions and vibrant community experiences. #J-18808-Ljbffr