Day Shift - Membership Services Representative (Limerick, Ireland)
LimerickFull-TimeMid-levelOther
Skills
RESPONSIBILITIES:
- Deliver high-quality service across multiple support channels including phone, email and chat & resolve member issues in an acceptable time frame
- Handle a high volume of inbound and outbound customer calls (approximately 50% or more of your time will be spent on the phone).
- Be a hardworking advocate the voice of our members and share insights to help shape processes and policies
- Show compassion to frustrated members while solving problems and addressing unsatisfactory experiences
- Triage issues and raise to management when trends or bugs are identified that could potentially be impacting a large number of members
- Work with internal departments to meet our members needs and find resolutions
- Provide clear documentation of all cases in line with Quality Standards
- Ability to leverage multiple applications (Salesforce, Intercom, Stripe, Admin Console, UPS etc.)
- Meet or exceed the department’s metric-driven goals and KPIs (CpH, Quality, FCR, CSAT, SLAs, etc.)
- Be actively accessible, available, and responsive to customers, peers, and management during the duration of assigned work hours
- Be a great teammate through engagement and ownership
- Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system
QUALIFICATIONS:
- Must be eligible to live and work in Ireland
- Must be available to work 4 days per week at our Limerick office
- Shifts will be across a Monday to Sunday period
- You will be a powerful advocate for WHOOP’s members and are passionate about the community experience
- Excellent written and oral communication skills
- Adapt to change and absorb new information with ease
- Ability to remain calm, professional, and communicative while troubleshooting member concerns
- Proven track record of analyzing information, troubleshooting problems, and resolving or escalating issues as needed
- Positive attitude and high energy performer
- Ability to thrive in a dynamic, fast-paced, team-based environment
- Ability to flourish within a startup environment and adapt to change
- Comfortable working in a phone-heavy environment — resilience, patience, and active listening are key. You’ll be the first voice our customers hear and the person who makes their experience seamless.
