WHOOP is seeking a Team Lead for our day team to support and inspire Membership Services Representatives (MSRs) and support the wider leadership team. The Team Lead will provide hands-on leadership and supervision within the Operations team, ensuring the team consistently meets and exceeds service delivery targets while delivering first-class support to our members.
Requirements
- Manage a team of 10–15 Membership Services Representatives with varying schedules.
- Identify training and development opportunities and partner with L&T, QS, and Content teams to implement targeted development plans and resources.
- Conduct regular 1:1s, team meetings, and coaching sessions in line with established standards.
- Build, develop, and lead a high-performing team that meets or exceeds defined performance goals and KPIs.
- Manage HR-related issues appropriately and in accordance with company guidelines.
- Conduct regular shadowing sessions with the team to ensure quality, consistency, and efficiency.
- Review emails and escalated member issues within an acceptable time frame & interact directly with members when necessary.
- Follow company guidelines while thinking quickly and creatively to offer solutions that meet member needs.
- Stay on top of all administrative responsibilities, ensuring accurate, timely completion of required workflows, reporting, documentation, and internal updates.
- Maintain in-depth knowledge of processes and procedures, supporting team questions and providing approvals as needed.
- Create and maintain a positive, inclusive, and motivating team culture.
- Leverage AI-driven tools and insights to improve team efficiency, enhance member experience, and support data-informed coaching and decision-making.
- Support cross-functional and department-wide projects by providing team insights, executing operational tasks, and helping drive successful implementation.
- Previous Team Leader or Manager experience in a contact centre environment is strongly preferred.
- Passion for leading, coaching, and developing others.
- Excellent written and verbal communication skills.
- Positive attitude and high-energy performer with a solutions-oriented mindset.
- Ability to thrive in a dynamic, fast-paced startup environment.
- Ability to leverage multiple applications, systems, and tools effectively.
- Strong planning and organisational skills, with the ability to work under pressure, remain calm, communicate clearly, and prioritise workload to meet deadlines.
- Proven track record of analysing information, troubleshooting issues, and resolving problems effectively.
- Demonstrated ability to lead by example, acting as a role model for time, attendance, professionalism, and overall team standards.
- Strong commitment to maintaining confidentiality and handling sensitive information with discretion and integrity.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
