Team Lead, Membership Services

Remote /
Membership Services /
At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.

WHOOP is seeking a Membership Services Team Lead a remote operations team consisting of membership services representatives. In this role, you will coach and lead your team to ensure high performance standards are achieved. In partnership with other team leads as well as Product Experts, you will work to ensure your team has the tools they need to succeed.  You will take on escalated member issues that can range from hardware challenges with the WHOOP Strap to software problems with the app to analytical questions about the users’ data.  The Membership Services Team works proactively to support WHOOP members via phone, email, chat, and social media interactions. We are focused on our member satisfaction on each and every interaction with WHOOP.

Responsibilities

    • Manage a remote team of 8-10 Membership Services Representatives with varying schedules
    • Drive the overall performance of your team, including member satisfaction, through coaching and performance management
    • Analyze team performance to drive overall improvements in KPIs
    • Conduct regular 1:1s, team meetings, and coaching sessionsIdentify training opportunities 
    • Ensure team is meeting and exceeding performance goalsConduct regular shadowing sessions among agents  for quality and efficiency purposes
    • Review emails and  escalated client issues in an acceptable time frameFollow company guidelines while thinking quickly to offer solutions to meet the customers’ needs
    • Effectively drive employee engagement and culture throughout the organization to deliver an amazing employee and member experience

Qualifications

    • 2+ years of experience in service management, including managing a remote team, with proven leadership and a track record of delivering results
    • Passion for leading and coaching others
    • Ability to set strategy for the organization, and follow through on tactical execution
    • Excellent written and oral communication skills
    • Remain calm, professional, and communicative under pressure and events and impact the customer
    • Proven track record of analyzing information, troubleshooting problems, and resolving or issues as needed
Note: The qualified applicant must reside in the following states to be considered: CT, FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NV, OH, OR, PA, TX, WI, UT, AZ, ME, SC