Overnight Shift - Membership Services Representative (Limerick, Ireland)

RESPONSIBILITIES:

• Deliver high-quality service across multiple support channels including phone, email and chat & resolve member issues in an acceptable time frame
• Handle a high volume of inbound and outbound customer calls (approximately 50% or more of your time will be spent on the phone)
• Be a hardworking advocate the voice of our members and share insights to help shape processes and policies
• Show compassion to frustrated members while solving problems and addressing unsatisfactory experiences
• Triage issues and raise to management when trends or bugs are identified that could potentially be impacting a large number of members
• Work with internal departments to meet our members needs and find resolutions
• Provide clear documentation of all cases in line with Quality Standards
• Ability to leverage multiple applications (Salesforce, Stripe, Admin Console, UPS etc.)
• Meet or exceed the department’s metric-driven goals and KPIs (CpH, Quality, FCR, CSAT, SLAs, etc.)
• Be actively accessible, available, and responsive to customers, peers, and management during the duration of assigned work hours
• Be a great teammate through engagement and ownership
• Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system

QUALIFICATIONS:

• Must be eligible to live and work in Ireland
• Must be available to work 80% of the time per week at our Limerick office
• Experience working overnight shifts in a previous role is preferred but not mandatory
• Shifts will be across a Monday to Sunday period
• Positive attitude and high energy performer
• Ability to thrive in a dynamic, fast-paced, team-based environment
• Ability to flourish within a startup environment and adapt to change 
• You will be a powerful advocate for WHOOP’s members and are passionate about the community experience
• Excellent written and oral communication skills
• Adapt to change and absorb new information with ease
• Ability to remain calm, professional, and communicative while troubleshooting member concerns
• Proven track record of analyzing information, troubleshooting problems, and resolving or escalating issues as needed
• Comfortable working in a phone-heavy environment — resilience, patience, and active listening are key. You’ll be the first voice our customers hear and the person who makes their experience seamless.