Community Lead, Malaysia at WeWork

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate, Coworking, HospitalityIndustries

Requirements

Report to the building each day
Ability to anticipate member and guest needs using relevant information
Knowledge of issue resolution model and severity scale
Capability to conduct pre-move-in meetings, new member orientations, and move-out interviews
Experience or ability to curate onboarding materials (e.g., welcome notes, FAQ guides)
Skills in conducting building tours and hand-offs for sales support
Ability to provide feedback on events and host weekly social events
Competence in managing building operations, including morning walkthroughs and policy communication
Capacity to support front desk coverage during business hours

Responsibilities

Complete scheduled quarterly conversations with owned accounts and regular check-ins with all members to maximize membership value and understand their experience
Anticipate and personalize member and guest experiences using collected information
Follow up in person with members submitting bad ratings for conference rooms, tickets, or negative Medallia responses
Follow issue resolution model, utilize severity scale, and ensure solutions meet member needs
Review all Medallia responses to identify improvements and implement proactive changes
Support front desk coverage schedule as needed for consistent business hours coverage
Conduct pre-move-in meetings and complete New Member Orientation for all new accounts
Curate new member onboarding materials (e.g., welcome notes, FAQ guides) for move-in day
Conduct move-out interviews to understand departing members’ experience
Conduct building tours for VIPs, prospective members, walk-ins, current members, and guests, sharing tailored benefits
Alert Growth Team on member requests for growth-related conversations (e.g., move-outs, extensions, transfers)
Hand-off prospective member sales to appropriate sales contacts
Provide feedback on event programming types based on member makeup and evaluate events on attendance, satisfaction, and impact
Set up and host weekly social events to build community and execute Value-Driving events
Distribute event promotion info, including creating and posting weekly and individual event posters
Ensure building-specific operational requirements for events (e.g., elevators, HVAC)
Conduct morning walkthroughs to address issues and escalate recurring ones to manager or cross-functional teams
Know, explain, and communicate WeWork policies/procedures and building issues via email, in person, or broadcast
Manage building energy, including appropriate music levels and activations by daypart and occasion
Liaise with in-building third parties

Skills

Membership Engagement

Event Curation

Customer Service

Issue Resolution

Member Retention

Community Building

Front Desk Support

Medallia

Account Management

WeWork

Provides coworking and office space solutions

About WeWork

WeWork provides shared workspaces and office solutions for individuals and businesses. Their spaces are designed to be flexible, allowing users to rent desks or private offices based on their needs. WeWork's locations are equipped with amenities such as high-speed internet, meeting rooms, and communal areas, making it easy for members to collaborate and network. Unlike traditional office rentals, WeWork offers short-term leases and a variety of membership plans, catering to freelancers, startups, and larger enterprises. The goal of WeWork is to create environments that foster productivity and community among its members.

New York City, New YorkHeadquarters

2010Year Founded

$12,795.1MTotal Funding

IPOCompany Stage

Social Impact, Real EstateIndustries

5,001-10,000Employees

Benefits

Competitive healthcare benefits

Life and AD&D insurance

401(k) matching

20 days of PTO

10 paid holidays

80 hours of paid sick time per full calendar year

16 weeks paid parental leave

Risks

Increased competition from Upflex threatens WeWork's market share.

WeWork's $19 billion debt limits financial flexibility and growth investment.

Bankruptcy filing indicates financial instability, risking client trust and membership decline.

Differentiation

WeWork transforms buildings into dynamic, collaborative workspaces for creativity and focus.

WeWork offers infrastructure, services, events, and tech for creators to thrive.

WeWork's eco-friendly workspaces attract environmentally conscious businesses.

Upsides

Flexible workspace demand is increasing with hybrid work models benefiting WeWork.

Digital nomadism rise creates global demand for coworking spaces, expanding WeWork's market.

Corporate downsizing in favor of flexible leases aligns with WeWork's offerings.

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