Member Support Analyst in London (United Kingdom)

Where: London (United Kingdom)

Extent of Work: Full Time

Click here to apply in English

WeWork is currently seeking a Member Support Analyst and will report directly to the Member Support Manager. The ideal Member Support Analyst aspires to be a primary advocate for our members, deliver superior service, and help design world-class service policies and infrastructure.As a successful Member Support Analyst, your primary responsibilities will include (though will not be limited to):

  • A full understanding of our products, services, and offerings
  • Respond to inbound customer inquiries via phone, chat, email through a ticketing platform (Zendesk)
  • Assisting in improvement of processes and training used by the Member Support team
  • Communicating feedback to department leaders to improve support processes and product offerings

Duties:

  • Provide high-quality customer service to members to ensure an excellent member experience
  • Answer inbound customer service related calls via Zendesk Voice call platform
  • Answer inbound customer service related email tickets via Zendesk for members
  • Troubleshoot member-facing digital support inquiries and escalate to digital engineering teams where necessary
  • Monitor member satisfaction, drive improvement, and communicate both across departments and upwards within the Member Support team
  • Ownership over self-service customer-facing help center driving inbound inquiries per customer down by giving customers tools to help themselves
  • Work with leadership team to develop initiatives that improve member experience
  • Work with community management teams to ensure customer needs are being met
  • Seek areas for automation to ensure member experience team functions at maximum efficiency

Education and Experience:

  • Bachelor’s Degree required
  • At least 1-2 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:

  • Fluent in English and languages such as German or Hebrew preferred.
  • Proficient with Zendesk
  • Experienced in building and evaluating customer support processes and tools

 

Advertisements
willyworka

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.