Customer Experience Lead

About the role

We are looking for a Customer Experience Lead to drive member satisfaction at a WeWork location. Reporting daily to the building, you will ensure members receive a seamless, high-quality experience through proactive engagement, issue resolution and community-building events.

Key responsibilities

• Conduct quarterly conversations with owned accounts to maximize membership value.
• Anticipate and personalize member and guest needs using collected data.
• Follow up in person on negative feedback from conference rooms, tickets or Medallia responses.
• Resolve issues according to severity scale and ensure solutions meet member expectations.
• Review Medallia feedback to identify improvement areas and implement proactive changes.
• Support front-desk coverage to maintain consistent onsite presence.
• Lead pre-move-in meetings, new member orientation and curate onboarding materials.
• Conduct move-out interviews to capture departing member insights.
• Provide feedback on event programming, evaluate attendance and satisfaction.

Required profile

• Proven experience in community, member engagement or customer-facing roles.
• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize member needs.
• Detail-oriented with a focus on delivering high-quality service.

Required skills

• Experience using Medallia or similar member experience platforms.

What we offer

• Opportunity to shape the member experience in a global, fast-growing company.
• Collaborative environment with access to WeWork’s network and resources.
• Competitive benefits package.