Product Expert, Membership Services

WHOOP

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/31/2021
  • Website: whoop.com
  • Company Address: 1325 Boylston Street, Suite 401, Boston, MA, 02215

About WHOOP

Whoop is an online health and fitness analytics tool that empowers athletes through continuous monitoring of physiological performance data.

Job Description

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.
 
We are seeking a Product Expert who will join our Membership Services group in a cross-functional role between our Membership Services, Software, and Product teams in order to drive the development of solutions and resources for our customers. 

Responsibilities:

    • Become an expert in the experiences our Members have with our product at WHOOP
    • Act as a communication and information hub between our Membership Services team and our Product teams 
    • Identify ways to improve and deflect contacts through automation or product fixes
    • Communicate clearly and efficiently with our Product team to work on improving areas of the product or experience that cause our Members pain
    • Help our Product team effectively triage bugs and provide executive communication where necessary to provide proper updates
    • Collaboratively define service-level agreements (SLAs) and prioritization frameworks with which our product teams will prioritize sprints
    • Manage external bug tracking within Jira to provide visibility to teams in Membership Services, Product, and Engineering
    • Create, maintain and deliver weekly, monthly, and quarterly reporting of bugs and outages along with fixes for 360 feedback loops to our teams
    • Provide updates on defects and issues that may impact upcoming launches/releases

Qualifications

    • Preferred 1+ years of experience in membership services type role assisting members with technical troubleshooting
    • Excellent analytical skills with the ability to take large, complex datasets and extract qualitative and meaningful insights
    • Capable of designing data reporting structures that are adaptable to future endeavors
    • Experience using reporting tools such as Zendesk, Explore and, Looker, as well as an understanding of how to write formulas in spreadsheet programs such as Google Sheets
    • Strong communications skills and the ability to distill data and technically dense concepts into presentations that are effective, concise, and delivered in a format appropriate for a broad audience
    • Basic technical knowledge around concepts such as iOS, Android, APIs, and Bluetooth
    • Ability to partner and cross-functionally collaborate and forge strong relationships with internal WHOOP stakeholders
    • Willingness and ability to adapt to ongoing changes to responsibilities, learn from other team members, take and deliver constructive feedback, and systematically deliver solutions to abstract problems while demonstrating an analytical and problem-solving ability
NOTE: The qualified applicant must reside in one of the following states to be considered: AZ, CO, CT, D.C., FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NJ, NH, NV, OH, OR, OK, PA, SC, TX, UT, VT, VA, WI.
 
WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.