At WHOOP, our mission is to unlock human performance and extend healthspan. We help our members perform at a higher level by building a deeper understanding of their bodies, behaviors, and daily lives. Every interaction is an opportunity to earn trust, form meaningful connections, and deliver experiences that surprise and delight.

WHOOP is hiring an Overnight Membership Services Representative (MSR) to provide a world-class member experience by resolving complex issues across hardware, software, and data analytics. This role is key to strengthening member trust, representing the member’s voice, and helping create a seamless, personalized experience at every touchpoint.

The ideal candidate has a growth mindset, thrives in a fast-paced, collaborative environment, and approaches every challenge with curiosity, empathy, and a commitment to continuous improvement. They are motivated by solving problems, learning quickly, and turning difficult situations into opportunities to strengthen member loyalty and satisfaction.

Responsibilities:
– Provide exceptional support via phone, email, and chat, creating thoughtful, personalized experiences that build member trust and confidence in WHOOP
– Accurately, empathetically, and efficiently troubleshoot a wide range of issues related to WHOOP hardware, mobile app functionality, and member data insights
– Proactively solve problems and educate members to identify opportunities to surprise and delight
– Act as a strong advocate for members by spotting trends, identifying recurring friction points, and capturing actionable feedback
– Use established Membership Services processes to share member insights, identify trends, and escalate issues that inform cross-functional improvements to the member experience
– Keep detailed, accurate documentation of member interactions in line with quality standards and operational best practices
– Meet or exceed performance metrics, including quality, response time, resolution time, and member satisfaction
– Show accountability, adaptability, and resilience by staying engaged and responsive during assigned shifts
– Welcome feedback and continuous learning, actively seeking ways to improve both individual performance and team impact

Qualifications:
– Eligible to live and work in Ireland
– Able to work onsite 75% of the working week at the Limerick office
– Available for flexible shifts across a Monday–Sunday schedule (operating hours are 7pm–8am local time)
– Passion for delivering a hospitality-driven member experience, with personalized, thoughtful, high-quality interactions that help members feel supported
– Strong written and verbal communication skills
– Ability to quickly learn, adapt, and absorb new information in a fast-paced environment
– Ability to stay calm, professional, and solution-focused when troubleshooting member concerns
– Demonstrated ability to analyze information, troubleshoot, and resolve issues or escalate them appropriately
– Positive attitude with energy and strong motivation
– Comfortable working in a fast-paced environment and adapting to change
– Highly comfortable in a phone-intensive role (50%+), where voice-based support is a core function
– Demonstrates resilience, patience, and active listening skills when supporting members in real time
– Must be able to perform core duties across all support channels

WHOOP is an equal opportunity employer committed to fostering an inclusive, diverse, and respectful workplace. We welcome applications from all qualified candidates regardless of gender, civil status, family status, sexual orientation, religion, age, disability, race, Traveller community membership, or any other characteristic protected under applicable law.

If you need a reasonable accommodation during the recruitment process, please let us know and we will work with you to meet your needs.

If you’re interested in the role but don’t meet every qualification, we encourage you to apply. At WHOOP, we believe a candidate is more than what’s on paper, and we value character as much as experience. As we continue building a diverse and inclusive environment, we encourage anyone interested in the role to apply.

Please note: The Membership Services Representative role is currently on Ireland’s list of ineligible occupations for employment permits, so we do not expect to be able to sponsor or support an employment permit for this role if your permit expires.