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Overnight Shift - Membership Services Representative (Limerick, Ireland)

Whoop · Membership Services

Where: Limerick
Posted: Jun 23

At WHOOP, we're on a mission to unlock and inspire performance for life. Every interaction with our members is an opportunity to build trust, create meaningful connections, and deliver experiences that surprise and delight.

WHOOP is hiring an Overnight Membership Services Representative (MSR) to deliver a world-class member experience by resolving complex issues across hardware, software, and data analytics. This role is instrumental in strengthening member trust, advocating for the voice of the member, and helping shape a seamless and personalized experience across every touchpoint.

The ideal candidate brings a growth mindset, thrives in a fast-paced and collaborative environment, and approaches every challenge with curiosity, empathy, and a commitment to continuous improvement.

What you'd do

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

What they want

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