Community Lead, 800 N High Street

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 leading the movement. Our purpose is to give members the support to do their best work and the space to take their ideas to new heights.

About the role

As a Community Lead, you are integral to the elevated member experience at your WeWork location. You will report to your building each day and ensure we meet our members’ needs while maintaining WeWork’s global standards. You’ll deliver an uncompromised member experience through curated events, introductions for business opportunities, and a welcoming environment for members and guests.

Depending on your assigned location, you may work with a variety of members from different backgrounds or focus on one of our Enterprise clients. Employees supporting Enterprise locations may have different holidays, technical systems, operational requirements, and property management responsibilities compared to Classic locations.

Responsibilities

• Membership Engagement & Retention
  • Conduct scheduled, quarterly conversations with owned accounts to maximize membership value and regularly check in on members to understand their experience.
  • Anticipate member and guest needs using collected information to personalize their experience.
  • Follow up in person with members who submitted negative feedback for conference rooms, tickets, or Medallia responses, ensuring issue resolution aligns with the severity scale.
  • Review Medallia responses to identify areas for improvement and implement proactive changes.
  • Support front desk coverage to ensure consistent business-hour availability.
• Move-In & Move Out
  • Conduct pre-move-in meetings with new accounts to ensure a successful transition.
  • Complete the New Member Orientation process for all new accounts.
  • Curate onboarding materials such as welcome notes and FAQ guides for move-in day.
  • Conduct move-out interviews to gather feedback on the departing members’ experience.
• Events
  • Provide feedback on event programming based on member makeup and evaluate events by attendance, satisfaction, and impact.
  • Set up and host weekly social events to foster community and execute value-driven events planned by the Events team.
  • Distribute event information, including creating and posting weekly and individual event posters.
  • Ensure operational requirements (e.g., elevators, HVAC) are met for each event.
• Building Operations & Management
  • Conduct morning walkthroughs to address issues and escalate recurring problems to management or cross-functional teams.
  • Explain WeWork policies and procedures, and communicate building updates to members via email, in person, or broadcast.
  • Manage building energy, ensuring music levels and activations align with the daypart and occasion.
  • Liaise with third-party cleaning companies to maintain space standards.
  • Track, audit, and organize keys and keycards, requesting new inventory as needed.
  • Oversee Community responsibilities for Member companies in buildings without a Community presence, including operational duties, liaising with Sales and Account Management, and supporting contractual agreements.
• Safety & Security
  • Review and understand your role in the building’s Emergency Action Plans.
  • Create incident reports as needed, respond to emergencies, and escalate medical situations or security alerts.
• Sales Support
  • Conduct building tours for VIPs or prospective members as requested by the Sales team.
  • Alert the Growth Team when members express interest in extensions, transfers, or other growth-related conversations.
  • Hand off prospective member inquiries to the appropriate sales contacts (walk-ins, current members, guests).
  • Conduct space tours for potential new members, tailoring benefits to their needs.

Requirements

• Bachelor’s Degree or equivalent experience.
• 2+ years of experience in hospitality.
• Proficiency in the local language and understanding of local culture.
• Excellent interpersonal and networking skills.
• Strong verbal and written communication skills.
• Strong organizational skills with the ability to multitask projects from start to finish.
• Attention to detail and efficient task management.
• Enjoyment in building and growing relationships.

Pay

Base Pay: $60,000 annually.

Incentive Compensation: Eligible to participate in a role-specific incentive plan. Terms will be provided upon employment commencement.

Benefits

• 20 days of PTO, approximately 13 paid holidays, and 80 hours of paid sick time per full calendar year.
• 16 weeks of paid parental leave.
• Competitive healthcare benefits.
• 401k plan.
• Life and AD&D insurance.