Senior Business Systems Analyst AI-Powered Member Experience

WHOOP; Boston (MA); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Equity

Benefits

Competitive base salary

Job summary

WHOOP is hiring a Senior Business Systems Analyst to join our Business Systems team in Boston, MA. You will support Membership Services by translating business needs into scalable technical solutions across CRM, case management, and AI-enabled processes.

You’ll collaborate with Engineering, Product, and Operations to drive automation, data quality, and cross‑system alignment while mentoring other BSAs and delivering strong end‑user experiences.

Qualifications

• BS in Information Systems, Computer Science, Business or equivalent experience.
• 5+ years of professional experience with both functional and technical responsibilities.
• Ability to translate business processes into scalable system designs and technical requirements.
• Effective communication with technical and non-technical teams.
• Experience with CRM (Salesforce; Hubspot) and Case Management systems (Salesforce Service Cloud, Zendesk, Intercom) and integrated CTI (Zoom Contact Center, Aircall), WFM (Calabrio, Zendesk).
• Customer-first mindset, proactively driving improvements to end-user and customer experience.
• Entrepreneurial mindset with ability to thrive in a fast-paced environment.
• Strong experience with AI tools in day-to-day tasks, ensuring quality.

Responsibilities

• Help build the consumer tech industry’s best customer support experience.
• Partner with stakeholders across departments to translate future system needs into technical solutions.
• Identify and implement process improvements across Membership Services workflows, focusing on automation, data accuracy, and security.
• Demonstrate initiative and autonomy in problem solving.
• Define and execute User Acceptance Testing, training, and change management for end users.
• Drive projects related to case management, CTI, self-service, customer experience, and order fulfillment logistics.
• Develop documentation for technical and non-technical audiences.
• Mentor BSAs on the team and neighboring teams.

Skills

CRM experience

Automation

Stakeholder communication

Customer focus

Education

BS in Information Systems/CS/Business

Tools

Salesforce

Hubspot

Zendesk

Intercom

Zoom CTI

Aircall

Calabrio

Job description

WHOOP is hiring a Senior Business Systems Analyst to join our Business Systems team in Boston, MA. You will support Membership Services by translating business needs into scalable technical solutions across CRM, case management, and AI-enabled processes.

You’ll collaborate with Engineering, Product, and Operations to drive automation, data quality, and cross‑system alignment while mentoring other BSAs and delivering strong end‑user experiences.