Customer Experience Associate

Withings Health Solutions Opportunity

Withings is on a mission to be the trusted leader in clinical-grade smart health devices. Already the leading innovator of smart scales, our product portfolio includes connected scales, blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.

In 2019, we launched Withings Health Solutions (WHS) to bridge the gap between patients and providers. This fast-growing B2B division enables healthcare innovators—from chronic condition management to clinical research—to provide better care through our ecosystem of connected devices and our remote patient monitoring platform.

We are looking for a talented individual to help us build the future of healthcare from our Issy-les-Moulineaux office. While you will be based in France, you will be a key member of a global team:

• Global Reporting:
  You will report directly to the WHS Customer Support Manager based in Boston, MA.
• Transatlantic
  
  Collaboration:
  
  You will act as a vital link between our French headquarters and our US-based operations, requiring high autonomy, the ability to manage workflows across different time zones and flexibility in working hours.
• Bilingual Communication:
  Because you will be supporting global partners and collaborating with a US-based manager, professional fluency in both English and French (written and verbal) is strictly required.

Reporting to the Boston-based Manager, you will serve as the primary point of contact for our dedicated B2B products and partners.

• Product Expertise:
  Act as the lead technical expert for WHS devices and remote support.
• Escalation Management:
  Master ticketing systems to handle complex escalations, decrease resolution times, and ensure strict adherence to SLAs.
• Knowledge Engineering:
  Systematically document contact drivers and ensure frontline agent training and Help Centers remain world-class.
• Strategic Documentation:
  Lead the creation of internal SOPs and external support assets in both English and French.
• Partner Onboarding:
  Monitor and participate in the onboarding journey for new WHS partners.
• Project Leadership:
  Lead cross-team initiatives to solve contact reasons and improve user journeys.
• Data Analysis:
  Monitor KPIs to propose and implement operational solutions.