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The Membership Services Enablement Specialist will design AI-driven support workflows, ensuring effective member assistance through automation and continuous improvement based on performance data.
At WHOOP, we're on a mission to unlock human performance and healthspan. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.
WHOOP is hiring an Membership Services Enablement Specialist to design and operationalize how member support is delivered through AI systems. In this role, you will translate internal policies and support frameworks into scalable AI-driven workflows, ensuring members receive accurate, consistent, and empathetic support.
You will play a critical role in shaping the effectiveness of WHOOP AI by continuously improving how it interprets, routes, and resolves member needs.
WHOOP is hiring an Membership Services Enablement Specialist to design and operationalize how member support is delivered through AI systems. In this role, you will translate internal policies and support frameworks into scalable AI-driven workflows, ensuring members receive accurate, consistent, and empathetic support.
You will play a critical role in shaping the effectiveness of WHOOP AI by continuously improving how it interprets, routes, and resolves member needs.
We are open to considering remote employees for this opportunity.
RESPONSIBILITIES:
- Design and structure end-to-end member support scenarios, defining inputs, decision logic, and resolution pathways
- Build and implement AI workflows, including agents, prompts, and system logic within AI tools
- Translate internal policies and guidelines into clear, actionable logic that AI systems can reliably execute
- Develop routing and triage frameworks to determine when cases are resolved by AI versus escalated to human support
- Create scalable response frameworks that ensure communication is clear, consistent, and aligned with WHOOP member experience standards
- Test, validate, and continuously improve AI behavior by analyzing performance data and feedback, identifying gaps, and iterating on workflows
- Partner cross-functionally with multiple teams to ensure solutions are accurate, effective, and aligned
- Contribute to the evolution of internal documentation and systems of truth by identifying opportunities for standardization and improvement
QUALIFICATIONS
- Strong written communication skills with the ability to translate complex processes into clear, structured logic
- High attention to detail with a proactive, problem-solving mindset and a focus on continuous improvement
- Experience working with AI systems, automation tools, or workflow design
- Ability to analyze performance data and feedback to generate actionable insights and improvements
- Proven ability to collaborate effectively across teams in a fast-paced, evolving environment
- Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions
WHOOP Boston, Massachusetts, USA Office
1 Kenmore Sq, Boston, MA, United States, 02215
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