Team Manager

At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Team Manager with a passion for leadership, to support our Membership Services Representatives (MSRs). Our Membership Services team is a group of professionals who love supporting communities and geek out on identifying underlying issues for our members. 
This leadership role will focus on supporting our International team in Europe, which handles support problems related to the App, hardware challenges with the WHOOP strap, analytical questions about the user’s data, and membership and billing-related questions. We are looking for a highly motivated individual who already has a passion for creating an amazing member experience and wants to help drive others to do the same. You must have a strong aptitude for coaching and driving a team to success. 
Reporting to the Operations Manager, you will provide leadership and supervision within the Operations team, ensuring your team meets and exceeds service delivery targets with first class support to customers.
This Team Manager role is a Hybrid role meaning that 50% of your time per week will be remote and 50% of your time based in our Limerick office in Ireland.

RESPONSIBILITIES:

• Manage a team of 10-15 Membership Services Representatives with varying schedules
• Identify training opportunities & take action on them with the support of L&D and the team
• Conduct regular 1:1s, team meetings, and coaching sessions in line with agreed standards
• Build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals (i.e. ensure team is meeting and exceeding defined performance goals and KPIs)
• Engage and develop a team of direct reports, fostering an open collaborative environment where best practices are shared
• Support and drive needs-based initiatives through communication, coaching, feedback and best practice sharing
• Conduct regular shadowing sessions among agents for quality and efficiency purposes
• Review emails and escalated client issues in an acceptable time frame
• Follow company guidelines while thinking quickly to offer solutions to meet the members’ needs
• Provide clear documentation of all performance conversations 
• Understand Tier 1 and 2 processes and procedures with the ability to support team questions while providing approvals as needed 
• Interact with members on escalated issues as necessary 
• Create and maintain a positive culture within the team
• Manage any HR issues as appropriate in accordance with company guidelines

QUALIFICATIONS:

• 1+ years of experience of working in a remote environment
• Previous Team Leader or Manager experience is favorable
• Passion for leading and coaching others
• Excellent written and oral communication skills
• Planning and organisational skills, with the ability to work under pressure, remain calm, communicate and to prioritise workload to meet deadlines
• Proven track record of analysing information, troubleshooting problems, and resolving or issues as needed
• Positive attitude and high energy performer
• Ability to thrive in a dynamic, fast-paced startup environment 
• Must be eligible to live and work in Ireland
• Must be available to work 50% of the time per week at our Limerick office
• Shifts will be across a Monday to Sunday period

WHOOP is an Equal Opportunity Employer and participates inE-verify to determine employment eligibility.