WHOOP is seeking a Team Manager for our Social Support team with a passion for leadership. This individual must have a strong aptitude for coaching and driving success within a team. We are looking for a highly motivated individual who has a passion for creating an amazing member experience and wants to help drive others to do the same. This individual should have a desire to operate at the intersection of social media + member support and find joy in the challenges that accompany building (processes, protocol, relationships).
Responsibilities:
- Manage a team of 10-15 Membership Services Representatives, with varying schedules, who assist with customer inquiries and escalations via Twitter, Facebook, Facebook Groups, and Instagram within our Social Media platforms
- Identify training opportunities for the team
- Conduct regular 1:1s, team meetings, and coaching sessions
- Collaborate with the Marketing team to provide support plans for WHOOP marketing initiatives
- Collaborate with the Marketing & Data, Systems + Planning team to ensure the successful implementation & upkeep of existing + new social media management tools
- Ensure team is meeting and exceeding performance goals
- Conduct regular shadowing sessions among agents for quality and efficiency purposes
- Review emails and escalated client issues in an acceptable time frame
- Follow company guidelines while thinking quickly to offer solutions to meet the members’ needs
- Provide clear documentation of all cases
Qualifications:
- 2+ years of experience in managing a remote team
- 5+ years experience in customer service or account management supporting a product/solution; social platform experience (Facebook, Facebook Groups, Instagram, Twitter, etc.)
- Contemporary understanding of social media channels and best practices, including, but not limited to Instagram, Facebook, Facebook Groups, Twitter, and Tiktok.
- Experience in B2C social media marketing and understanding of the difference between professional and personal use
- Experience leveraging social media management solutions such as HootSuite, Sprinklr, or Sprout Social to streamline inbox management and provide identify cross-platform trends + reports
- Passion for leading and coaching others
- 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
- Builders mindset with an optimistic approach to difficult problems
- Positive attitude and high energy performer
- Ability to thrive in a dynamic, fast-paced startup environment
NOTE: The qualified applicant must reside in one of the following states to be considered: AL, 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, WA, WI.