Overnight Membership Services Representative - Limerick, Ireland
Limerick, County Limerick, Ireland · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 2 hours ago
- Work mode
- In office
- Eligibility
- Applicants must be legally permitted to live and work in Ireland and willing to work onsite primarily from the Limerick office with flexible availability including overnight shifts.
- Resume
- Required to apply
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Job description
About WHOOP
WHOOP aims to enhance human performance and extend healthspan by empowering members with a deeper understanding of their bodies, behaviors, and daily activities. Every interaction is designed to build trust, foster meaningful connections, and provide exceptional user experiences.
Role Overview
We are seeking an Overnight Membership Services Representative (MSR) to deliver superior member support by resolving complex hardware, software, and data analytics issues. This position is key to cultivating member trust, advocating for their voice, and ensuring a seamless, customized experience at every interaction.
Key Responsibilities
- Provide outstanding support via phone, email, and chat, crafting personalized interactions that increase member trust and confidence in WHOOP.
- Troubleshoot a diverse range of WHOOP hardware, app functionality, and data-related problems with precision, empathy, and efficiency.
- Identify chances to exceed member expectations through proactive problem-solving, education, and attentive service.
- Advocate on behalf of members by highlighting trends, recurring challenges, and collecting actionable feedback.
- Report member insights through established processes to detect trends and escalate challenges, aiding cross-functional improvements.
- Maintain comprehensive, accurate documentation of member interactions aligned with quality and operational standards.
- Consistently achieve or surpass key metrics including quality, response time, resolution time, and member satisfaction ratings.
- Demonstrate responsibility, adaptability, and resilience, maintaining high engagement and responsiveness throughout assigned overnight shifts.
- Adopt a growth mindset by actively embracing feedback and pursuing continuous learning to enhance both personal and team performance.
Qualification Requirements
- Right to live and work within Ireland.
- Availability to work onsite in Limerick for at least 75% of the workweek.
- Willingness to work flexible hours including night shifts from 7pm to 8am, Monday through Sunday.
- A passion for delivering hospitality-inspired, personalized, and high-quality member experiences.
- Excellent communication skills, both spoken and written.
- Capacity to swiftly learn and adapt in a dynamic environment.
- Ability to stay calm, professional, and solution-focused when addressing member issues.
- Skilled in problem analysis, troubleshooting, and escalating concerns as needed.
- Positive attitude with high energy and motivation.
- Comfortable in fast-paced settings and adaptable to change.
- Experience in voice-intensive roles, with over 50% phone-based support duties.
- Strong resilience, patience, and active listening while engaging members in real time.
- Capability to deliver core duties across multiple support channels.
Additional Information
Applicants who do not meet every qualification are encouraged to apply as the company values character alongside experience and fosters a diverse and inclusive workplace.
WHOOP is an Equal Opportunity Employer participating in E-verify to confirm employment eligibility. The role complies with employment laws prohibiting lie detector tests and related penalties.