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 l
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