Analista de Service Desk

About the Role:

WeWork is currently seeking a Service Desk Lead to support our members and internal teams by staying connected to support requests. This position is based in São Paulo and will report directly to the Support Manager.

An ideal Service Desk Lead is passionate about delivering exceptional service and has a strong desire for learning and improving our standards. This role is part of the line of support in connection to a larger support organization. The right candidate must respond to a large number of incoming requests with accuracy and poise, manage customer and employee expectations with empathy and clear communication while documenting and cataloging each issue with the proper category.

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

• A full understanding of our products, services, and offerings, including the operational framework that allows WeWork to deliver our products, services, and offerings
• Taking ownership of the interaction platform for WeWork and being the point of contact for inbound member and employee questions and requests
• Providing members and employees with exceptional service by understanding their requests and offering thoughtful, timely, and effective solutions
• Working side-by-side with the every WeWork team to ensure requests are being resolved
• Liaising with cross-functional departments such as billing, facilities, security and IT if request requires cross-functional collaboration
• Preparing and delivering reports to key stakeholders to better understand patterns, escalations, and areas of strength and improvement
• 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
• Handling WeWork membership agreements to ensure all information meet our compliance requirements
• Thinking critically around the services and support and challenging the status quo to drive member satisfaction

Experience and Requirements:

• At least 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
• Fluent/Advanced English
• Strong preference for candidates who are:
• Proficient with Salesforce Service Cloud, Zendesk or similar programs
• Experienced with understanding contract terms and conditions

Who You Are and Key Competencies:

• Demonstrate responsibility, accountability, empathy, and high emotional intelligence
• Ability to think critically and analytically to offer proactive ideas and solutions that influence change
• Genuine care for people and patience in hearing member concerns, requests, and questions knowing you have the opportunity to shape their experience
• Strive to be better and always do the right thing