Senior Business Systems Analyst (Membership Services)

Responsibilities

• Help build the consumer tech industry’s best customer support experience. Help us turn every member who interacts with Membership Services into a loyal WHOOP fan.
• Partner with stakeholders across Membership Services, Engineering, Product, and Operations to understand future system needs and translate them into technical solutions.
• Proactively identify and implement process improvements across Membership Services workflows, with a strong focus on automation, data accuracy, data security, and cross-system alignment.
• Demonstrate unusually high levels of initiative and autonomy as you go about solving problems.
• Define and execute User Acceptance Testing, training, and change management initiatives for end users.
• Drive projects related to case management, Computer Telephony Integration (CTI), self-service, customer experience, and order fulfillment logistics.
• Develop documentation for technical and non-technical audiences.
• Coach and up-level BSAs on your team and neighboring teams through direct and indirect mentorship.
• Be hands-on using AI platforms and tools to design, prototype, and evaluate AI-powered workflows, automations, and proofs of concept.

Qualifications

• BS in Information Systems, Computer Science, Business, or equivalent experience.
• 5+ years of professional experience in system administration, automation, product management, or software development with both functional and technical responsibilities.
• Ability to translate business processes into scalable system designs and technical requirements.
• Effective communication skills, with proven success collaborating across technical and non-technical teams.
• Experience with CRM (e.g. Salesforce; Hubspot) and Case Management systems (e.g. Salesforce Service Cloud, Zendesk, Intercom) and integrated CTI (e.g. Zoom Contact Center, Aircall), WFM (e.g. Calabrio, Zendesk) systems.
• Customer-first mindset, proactively driving improvements to the end-user and customer experience.
• Entrepreneurial mindset, with the ability to think creatively, take calculated risks, and thrive in a fast-paced, dynamic environment.
• Strong experience and 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.