Overnight Membership Experience Specialist

WHOOP; Munster; On-site; EUR 32,000 - 42,000; Full time

Job summary

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 strengthens member trust and shapes a seamless, personalized experience across every touchpoint.

The ideal candidate brings a growth mindset, thrives in a fast-paced, collaborative environment, and approaches challenges with empathy and curiosity.

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 elevate 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.

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 identify trends, elevate 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.

Job description

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 strengthens member trust and shapes a seamless, personalized experience across every touchpoint.

The ideal candidate brings a growth mindset, thrives in a fast-paced, collaborative environment, and approaches challenges with empathy and curiosity.