Senior Associate, Customer Experience, Common Desk

Overview

The Senior Associate, Customer Experience at Common Desk is the first point of contact for prospective members. The role requires a passionate brand ambassador who can engage customers across a variety of channels and provide timely, professional support.

• Engage directly with customers who contact us for topics such as monthly memberships, event inquiries, conference room rentals, mobile app questions, and payment changes via inbound phone calls, emails, Hub Spot chat, and future channels.
• Research and problem‑solve to determine appropriate solutions and follow‑up as needed to resolve issues.
• Execute the sending and analyzing of member survey data in partnership with Community Leadership teams.
• Use approved budgets to collaborate with location Community teams to surprise, delight, and provide exceptional experiences to tours and prospective members.
• Operate with understanding, active listening, patience, empathy, and kindness toward customers and Common Desk staff.
• Use internal software (Office
  
  RnD) and Salesforce’s CRM to process payments, determine office space availability, and log potential leads for the sales team.
• Maintain detail orientation and data accuracy in all interactions.

• Self‑starter who communicates with a customer‑first mentality and multitasks with precision.
• Respond promptly to all inquiries and avoid script reading; engage customers personally.
• Think critically and technically to provide correct information and creative solutions.
• Operate with ownership, confidentiality, and flexible approach to new solutions.
• Adhere to community rules, guidelines, and best practices to optimize member experience.
• Tie work to the company’s brand mission and vision, communicating effectively with upper management and internal departments.
• Demonstrate urgency, strategic decision‑making, and a passion for the business.
• Participate in a collaborative, joy‑filled environment through events, networking, and personal introductions.
• Show willingness to learn and open‑minded growth.

• Reaching or exceeding quarterly goals for call answer rate on all incoming calls.
• Maintaining an average handle time (AHT) of two minutes or less.
• Returning all missed calls within one hour.
• Adding and assigning leads correctly in Salesforce when necessary.
• Responding to emails within 30 minutes.
• Providing prompt (less than one minute) responses to chat inquiries.
• Engaging in and being punctual to all meetings.

• Resourcefulness – secure and deploy resources effectively.
• Decision Quality – make timely, well‑informed decisions.
• Action Orientation – take decisive action in fast‑changing situations.
• Optimizing Work Processes – design procedures for remote management and improvement.
• Situational Adaptability – adjust approach and demeanor in real time.
• Tech Savvy – anticipate and adopt innovative business‑digital technologies.

• College graduate with a four‑year degree preferred but not required.
• Customer service and/or sales experience is a plus.
• Excellent verbal and written communication skills.
• Outstanding interpersonal and multitasking skills.
• Demonstrate integrity, dependability, responsibility, accountability, self‑awareness, work ethic, and compassion.
• Dedicated to professional growth through open communication and proactive self‑improvement.
• Passion for entrepreneurial communities.
• Proficient in basic computer skills.

• Base Pay: $19 to $22 per hour.
• Hourly Incentive Compensation:
  Eligible for a role‑specific incentive plan—details provided upon hiring.
• Full‑time employees eligible for comprehensive benefits, including 20 days of PTO, ~13 paid holidays, 80 hours of paid sick time per year, 16 weeks paid parental leave, competitive healthcare benefits, 401(k) plan, and life and AD&D insurance.

WeWork is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, sexual orientation, marital or civil status, pregnancy, gender identity or expression, transgender status, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information, military or veteran status, or any other protected characteristic. We are also an affirmative action employer with respect to veterans and individuals with disabilities.