I had incredibly high hopes when I started my career with WHOOP. Through training, we were convinced that the internal culture at WHOOP honored dedication and hard work. However, the driving focus to "move at an uncomfortable pace" has created an unreasonably stressful work environment that feels like a constant race against the clock.
It is clearly evident that upper management does not trust their lower-level employees, and ticket metric quantity will always overrule the quality of care we give members. Fear-based management with a large lack of understanding of what goes on in day-to-day operation is the unspoken pillar of leadership at WHOOP.
When speaking with upper management about these concerns, they were somehow shocked at the lack of common sense scattered throughout our standards and required protocol. One said, "If this keeps up, we are going to lose our top performing agents to companies that will treat and pay them better." Naturally, that is exactly what started to happen.
Membership Services Representatives are constantly jumping through hoops in an attempt to appease members with little to no information regarding the valid things that they are reaching out about. So much of the pressure to find answers fall on our team managers, who are truly stuck between a rock and a hard place, trying to support us while also attempting to appease upper management. We as agents do not have the tools to be successful. How many "pilot" projects have agents been thrust into with no formal training or understanding of what was expected of them? We need to stop using the "ever-growing start-up" excuse to cover up poor management. On a more direct note, agents truly cannot do their job with tact when an overseas third party is promoting and communicating misinformation to our members at all hours of the day.
