Membership Services Enablement Specialist

Whoop•Boston, MA

1d•Remote

About The Position

At WHOOP, we're on a mission to unlock human performance and healthspan. WHOOP empowers members to perform at a higher level through a deeper understanding of their bodies and daily lives. WHOOP is hiring an Membership Services Enablement Specialist to design and operationalize how member support is delivered through AI systems. In this role, you will translate internal policies and support frameworks into scalable AI-driven workflows, ensuring members receive accurate, consistent, and empathetic support. You will play a critical role in shaping the effectiveness of WHOOP AI by continuously improving how it interprets, routes, and resolves member needs. We are open to considering remote employees for this opportunity.

Requirements

Strong written communication skills with the ability to translate complex processes into clear, structured logic
High attention to detail with a proactive, problem-solving mindset and a focus on continuous improvement
Experience working with AI systems, automation tools, or workflow design
Ability to analyze performance data and feedback to generate actionable insights and improvements
Proven ability to collaborate effectively across teams in a fast-paced, evolving environment
Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions

Responsibilities

Design and structure end-to-end member support scenarios, defining inputs, decision logic, and resolution pathways
Build and implement AI workflows, including agents, prompts, and system logic within AI tools
Translate internal policies and guidelines into clear, actionable logic that AI systems can reliably execute
Develop routing and triage frameworks to determine when cases are resolved by AI versus escalated to human support
Create scalable response frameworks that ensure communication is clear, consistent, and aligned with WHOOP member experience standards
Test, validate, and continuously improve AI behavior by analyzing performance data and feedback, identifying gaps, and iterating on workflows
Partner cross-functionally with multiple teams to ensure solutions are accurate, effective, and aligned
Contribute to the evolution of internal documentation and systems of truth by identifying opportunities for standardization and improvement