Day Shift Membership Services Representative

About WHOOP and the Role

WHOOP is dedicated to enhancing human performance and extending healthspan by providing members a deeper understanding of their bodies, behaviors, and daily lifestyles. Each member interaction is valued as a chance to build trust and deliver exceptional experiences.

We are seeking a Membership Services Representative (MSR) to offer outstanding support resolving complex hardware, software, and data analytics issues. This role is key in fostering member trust and advocating for members to ensure a seamless, personalized experience throughout all touchpoints.

Responsibilities

• Provide exceptional support via phone, email, and chat that builds member trust and confidence in WHOOP.
• Efficiently and empathetically troubleshoot diverse issues involving WHOOP hardware, mobile app features, and member data insights.
• Proactively identify chances to surprise members with helpful problem-solving, education, and personalized service.
• Advocate for members by highlighting trends and recurring challenges and collecting actionable feedback.
• Use established membership service processes to report member insights, escalate pain points, and aid cross-functional improvements.
• Maintain detailed, accurate documentation of member interactions according to quality standards and best practices.
• Consistently achieve key performance goals including quality, response and resolution times, and member satisfaction.
• Show accountability and adaptability, maintaining strong engagement throughout assigned shifts.
• Embrace feedback and foster continuous learning to enhance individual and team performance.

Qualifications and Work Conditions

• Must be legally allowed to live and work in Ireland.
• Required to be onsite at the Limerick office for at least 75% of the working week.
• Position involves working five 8-hour shifts weekly, potentially extending until midnight local time; may shift to four 10-hour shifts as business demands.
• Strong passion for delivering hospitality-inspired, personalized, and thoughtful member service.
• Excellent verbal and written communication skills are essential.
• Ability to quickly grasp new information and adapt in a fast-moving environment.
• Maintain professionalism, composure, and a solutions-focused approach while addressing member concerns.
• Capable of analyzing info, troubleshooting, resolving, or escalating issues effectively.
• Positive, energetic, and motivated demeanor.
• Comfort with high-paced work dynamics and evolving conditions.
• Experience and comfort with phone-focused support (over 50% voice interaction).
• Exhibit strong patience, resilience, and active listening when assisting members live.
• Capability to perform core support duties across all channels.

Additional Information

WHOOP encourages applications from candidates who may not meet every criterion, emphasizing character and diversity. We are an Equal Opportunity Employer and comply with employment eligibility verification. Note: Massachusetts law prohibits requiring lie detector tests in employment.