Membership Services Representative (Austin, TX) 3pm-11:30pm EST Shift

At WHOOP, we’re on a mission to unlock human performance. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives.

WHOOP is seeking membership services professionals who love supporting communities, and geek out on identifying underlying issues. These could range from hardware challenges with the WHOOP Strap, to software problems with the App, to analytical questions about the user’s data. As a Membership Services Representative at WHOOP, your responsibilities will be to field, troubleshoot, and resolve issues that arise in our user base.

This is a full-time position based in Austin, TX (remote to start). The initial shift time will be Monday through Friday, 9:00AM – 6:00PM EST to accommodate our standard training program for Membership Services Representatives. Following the training period, you would then transition to a 3:00pm-11:30pm EST shift with weekends expected.

The pay rate for this position is $18/hour, with opportunities for overtime. WHOOP will provide all the necessary equipment, including a WHOOP strap and membership. WHOOP offers competitive benefits, including generous PTO and Recovery days. Opportunities for growth and development within the company.

Responsibilities

• Resolve client issues in an acceptable time frame via email, phone, and chat.
• Meet or exceed the department’s metric-driven goals and KPIs
• Follow company guidelines while thinking quickly to offer solutions to meet the customer’s needs
• Provide onboarding product demos via phone and video to new members
• Provide clear documentation of all cases
• Ability to leverage multiple applications
• Be actively accessible, available, and responsive to customers, peers, and management during the duration of assigned work hours
• Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system

Qualifications

• Ability to work remotely with reliable internet access
• Excellent written and oral communication skills
• Ability to diagnose and solve member problems
• 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
• 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

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.

This role is based in Austin, TX. While the position will start remote, the successful candidate must be prepared to work in person once WHOOP eventually opens an Austin office.