Membership Services Manager at WHOOP
Membership Services Manager
(Saturday through Wednesday 11:00am-7:00pm EST, Remote)
At WHOOP, we’re on a mission to unlock human performance. WHOOP empowers our members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is seeking a Membership Services Manager to lead a remote team of representatives. In this role, you will work closely with Product Experts and management to ensure your team has the tools they need to succeed. You will take on escalated member issues that can range from hardware challenges with the WHOOP Strap to software problems with the app to analytical questions about the users’ data.
- Manage a remote team of 5-8 Membership Services Representatives with varying schedules
- Identify training needs and facilitate training sessions
- Ensure team is meeting and exceeding performance goals
- Conduct regular shadowing sessions among agents for quality and efficiency purposes
- Review emails and escalated client issues in an acceptable timeframe
- Follow company guidelines while thinking quickly to offer solutions to meet the customers’ needs
- Provide clear documentation of all cases
- Ability to leverage multiple applications (Zendesk, Stripe, Admin Console, UPS)
- 3-5+ years of experience in managing a remote team
- Passion for leading and coaching others
- Excellent written and oral communication skills
- Remain calm, professional, and communicative under pressure and events and impact the customer
- Proven track record of analyzing 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
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