Overnight Shift - Membership Services Representative (Limerick, Ireland)

RESPONSIBILITIES:

Deliver exceptional support across phone, email, and chat, creating thoughtful and personalized experiences that build member trust and confidence in WHOOP

Troubleshoot a wide range of issues related to WHOOP hardware, mobile app functionality, and member data insights with accuracy, empathy, and efficiency

Identify opportunities to surprise and delight members through proactive problem-solving, education, and high-touch service

Serve as a strong advocate for members by surfacing trends, identifying recurring friction points, and capturing actionable feedback

Surface members insights through established Membership services processes to help identity trends, escalate friction points that help inform cross- functional improvements to the member experience

Maintain accurate and detailed documentation of member interactions in alignment with quality standards and operational best practices

Meet or exceed key performance metrics including quality, response time, resolution time, and member satisfaction

Demonstrate accountability, adaptability, and resilience by maintaining strong engagement and responsiveness throughout assigned shifts

Embrace feedback and continuous learning with a growth mindset, actively seeking opportunities to improve both individual performance and team impact

QUALIFICATIONS:

Eligible to live and work in Ireland 

Must be able to work onsite 75% of the working week in the Limerick office

Availability to work flexible shifts across a Monday–Sunday schedule as our day operating hours run from 7pm - 8am local time)

Passionate about delivering a hospitality-driven member experience, creating personalized, thoughtful, and high-quality interactions that elevate how members feel supported

Excellent written and verbal communication skills

Ability to quickly learn, adapt, and absorb new information in a fast-paced environment

Ability to remain calm, professional, and solutions-oriented while troubleshooting member concerns

Proven ability to analyze information, troubleshoot problems, and resolve or appropriately escalate issues

Positive attitude with strong energy and motivation to perform

Comfortable working in a high-paced environment and adapting to change

Highly comfortable in a phone-intensive role (50%+), where voice-based support is one of the core functions of the job

Demonstrates strong resilience, patience, and active listening skills when supporting members in real time

This role requires the ability to perform core duties across all support channels