Overnight Shift - Membership Services Representative (Limerick, Ireland)

Job description

At WHOOP, we’re on a mission to unlock human performance and extend healthspan. We empower our members to perform at a higher level through a deeper understanding of their bodies, behaviors, and daily lives. Every interaction with our members is an opportunity to build trust, create meaningful connections, and deliver experiences that surprise and delight. WHOOP is hiring an Overnight Membership Services Representative (MSR) to deliver a world-class member experience by resolving complex issues across hardware, software, and data analytics. This role is instrumental in strengthening member trust, advocating for the voice of the member, and helping shape a seamless and personalized experience across every touchpoint. The ideal candidate brings a growth mindset, thrives in a fast-paced and collaborative environment, and approaches every challenge with curiosity, empathy, and a commitment to continuous improvement. They are energized by solving problems, learning quickly, and turning difficult moments into opportunities to deepen member loyalty and delight. **RESPONSIBILITIES:** - Deliver exceptional support across phone, email, and chat, creating thoughtful and personalized experiences that build member trust and confidence in WHOOP - Troubleshoot a wide range of issues related to WHOOP hardware, mobile app functionality, and member data insights with accuracy, empathy, and efficiency - Identify opportunities to surprise and delight members through proactive problem-solving, education, and high-touch service - Serve as a strong advocate for members by surfacing trends, identifying recurring friction points, and capturing actionable feedback - Surface members insights through established Membership services processes to help identity trends, escalate friction points that help inform cross- functional improvements to the member experience - Maintain accurate and detailed documentation of member interactions in alignment with quality standards and operational best practices - Meet or exceed key performance metrics including quality, response time, resolution time, and member satisfaction - Demonstrate accountability, adaptability, and resilience by maintaining strong engagement and responsiveness throughout assigned shifts - Embrace feedback and continuous learning with a growth mindset, actively seeking opportunities to improve both individual performance and team impact **QUALIFICATIONS:** - Eligible to live and work in Ireland - Must be able to work onsite 75% of the working week in the Limerick office - Availability to work flexible shifts across a Monday–Sunday schedule as our day operating hours run from 7pm - 8am local time) - Passionate about delivering a hospitality-driven member experience, creating personalized, thoughtful, and high-quality interactions that elevate how members feel supported - Excellent written and verbal communication skills - Ability to quickly learn, adapt, and absorb new information in a fast-paced environment - Ability to remain calm, professional, and solutions-oriented while troubleshooting member concerns - Proven ability to analyze information, troubleshoot problems, and resolve or appropriately escalate issues - Positive attitude with strong energy and motivation to perform - Comfortable working in a high-paced environment and adapting to change - Highly comfortable in a phone-intensive role (50%+), where voice-based support is one of the core functions of the job - Demonstrates strong resilience, patience, and active listening skills when supporting members in real time - This role requires the ability to perform core duties across all support channels Interested in the role, but don’t meet every qualification? We encourage you to still apply! At WHOOP, we believe there is much more to a candidate than what is written on paper, and we value character as much as experience. As we continue to build a diverse and inclusive environment, we encourage anyone who is interested in this role to apply. WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.