Membership Services Team Lead- Overnight

Whoop
Ireland
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Communication","Problem-solving","Confidentiality"]

Lead WHOOP’s overnight Membership Services team, providing hands-on coaching and supervision while ensuring service delivery targets and KPIs are consistently met. Support MSRs handling app issues, WHOOP strap hardware troubleshooting, user data questions, and membership or billing inquiries. Collaborate with operations and cross-functional teams to drive development plans, improve quality through shadowing, and use AI-driven tools to enhance member experience and data-informed decisions.

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FursaFursa
Whoop
Whoop
2 weeks ago

Membership Services Team Lead- Overnight

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead WHOOP’s overnight Membership Services team, providing hands-on coaching and supervision while ensuring service delivery targets and KPIs are consistently met. Support MSRs handling app issues, WHOOP strap hardware troubleshooting, user data questions, and membership or billing inquiries. Collaborate with operations and cross-functional teams to drive development plans, improve quality through shadowing, and use AI-driven tools to enhance member experience and data-informed decisions.
Location: Ireland
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage a team of 10–15 Membership Services Representatives with varying schedules.
  • •Identify training and development opportunities and partner with teams to implement development plans.
  • •Conduct regular 1:1s, team meetings, and coaching sessions aligned with established standards.
  • •Review emails and escalated member issues within an acceptable time frame and interact directly with members when necessary.
  • •Ensure accurate and timely completion of workflows, reporting, documentation, and internal updates; maintain process knowledge and approvals as needed.

Key Requirements

  • •Previous Team Leader or Manager experience in a contact centre environment is strongly preferred.
  • •Passion for leading, coaching, and developing others.
  • •Excellent written and verbal communication skills.
  • •Ability to thrive in a fast-paced startup environment and use multiple applications, systems, and tools effectively.
  • •Must be eligible to live and work in Ireland and available to work at the Limerick office 4 days per week with flexible overnight shifts (7:00 pm–8:00 am, Monday–Sunday).
Experience:Contact centreStartupCustomer support
Skills:LeadershipCoachingCommunicationProblem-solvingConfidentiality
Tech Stack:AI

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Whoop
Whoop designs and sells a subscription-based wearable fitness tracker and analytics platform that monitors recovery, strain, and sleep to optimize athletic performance and daily health for consumers and professional athletes.
Industry: Wearables
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Boston, United States
Founded: 2012
WebsiteLinkedIn