# Senior Business Systems Analyst (Membership Services)

**Company:** [WHOOP](https://hotfix.jobs/companies/whoop)
**Location:** Boston, MA
**Role:** Data Analytics
**Experience:** 5+ years
**Skills:** Salesforce, HubSpot, Salesforce Service Cloud, Zendesk, Intercom, Zoom Contact Center, Aircall, Calabrio, AI Tools, Automation
**Posted:** 2026-02-04

> Senior Business Systems Analyst optimizes Membership Services operations by translating business needs into technical solutions, automating workflows, and leveraging CRM, case management, and AI tools. Requires 5+ years experience and strong customer focus.

## Job Description

## 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.

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