Membership Services Expert

At WHOOP, we're on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
As a Membership Service Expert in Membership Services at WHOOP, you’ll need to be incredibly knowledgeable on the product and the process and policies associated with our ways of working. You will have a keen interest in process improvement initiatives, be hands on with queue management and be passionate about supporting our MSRs with complex questions. You will be excited about using the knowledge to support both our knowledge base team and be a support for our learning and development team. Sharing your knowledge with numerous cross functional partners and being an advocate for cross sharing of information. 
This is a full-time position with shift times that will change on a regular basis in line with membership services needs.
This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office.

RESPONSIBILITIES:

• Create and drive insights through deep dives and root cause analysis into our top drivers of volume in Membership Services & contribute to process improvement & actions plans (i.e. self serve or Chatbot opportunities)
• Support MSRs with questions, provide solutions and next steps to drive member resolution actively participating in team huddles
• Responsible for triaging insights, bugs & outages shared by the teams & taking appropriate action to review & escalate accordingly
• Support the adoption of processes across the team and bubble up opportunities for improvement to your direct manager (e.g. additional training needs etc.)
• Be able to showcase & provide insight into our knowledge base and support articles for both the MSRs and our members (e.g. saved reply improvements, KB improvements etc.)
• Owner of Weekly Knowledge Tests on Content Updates
• Drive & own monthly Continuous Learning Sessions for the team
• Operates in tandem with Team Managers and Operations Leadership to create a culture of team efficiency and drive agent productivity
• Contribute & support the Team Manager in handling queue management, identify trending issues that could be impacting the user experience
• Be able to analyze key KPIs that are used within our operations such as SLAs, CSAT, QA, CpH etc. on a monthly basis in order to identify gaps for improvement
• Be a vocal point of tools enhancements and be able to participate in driving the right areas of focus 
• Communicate clearly and effectively to all stakeholders and be very proactive in sharing valuable information
• Continue to handle member cases on a frequent basis to maintain expert knowledge & to also help during busy periods
• Guest Trainer to support L&D with new hire training & refresher training for the teams, support with nesting & mentoring when required

QUALIFICATIONS:

• 1+ years of experience in working in a supporting role in a customer service environment 
• Excellent communication & stakeholder management skills
• Positive attitude and high energy performer
• High attention to detail
• Planning and time management skills
• You will be a powerful advocate for WHOOP’s members and are passionate about the community experience
• Passion for world-class support operations and exceptional of being able to identify trends and insights and following through to resolution
• 1+ years of experience in working with a project start to finish and/or experience in project coordination
• Ability to handle multiple competing tasks and prioritize effectively
• Demonstrated ability to deal with cross functional stakeholders
• Experience with demonstrated process improvement efficiency
• Proficient knowledge of Microsoft Office Suite

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.
This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office.