Customer Experience Associate

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. The Opportunity: A Global Bridge. We are looking for a talented individual to help us build the future of healthcare from our Issy-les-Moulineaux office.

Responsibilities

Act as the lead technical expert for WHS devices and remote support; Master ticketing systems to handle complex escalations, decrease resolution times, and ensure strict adherence to SLAs; Systematically document contact drivers and ensure frontline agent training and Help Centers remain world-class; Lead the creation of internal SOPs and external support assets in both English and French; Monitor and participate in the onboarding journey for new WHS partners; Lead cross-team initiatives to solve contact reasons and improve user journeys; Monitor KPIs to propose and implement operational solutions

Requirements

Native or professional-level proficiency in English and French, with technical writing and partner communications in both languages; 2–3 years in Customer Support, specifically within Hardware, SaaS, or HealthTech; Proven ability to explain technical concepts clearly and strong technical writing skills, particularly for creating logical SOPs; A problem-solver mindset with the ability to use investigative questioning to find root causes; A track record of bringing best practices to a team and optimizing workflows; Ability to build instant credibility with international partners and stakeholders in Boston and France; High attention to detail and a commitment to meeting deadlines and SLAs

Nice to have

Experience in the healthcare industry

Benefits

Joining one of the pioneers and global leaders in connected health; Contributing to innovative and ambitious projects shaping the future of healthcare; Joining an international company with teams based in Issy-les-Moulineaux, Boston, Hong Kong, and Shenzhen; Participating in the continuous improvement of products and services by beta-testing them prior to launch; Stock options; A smartphone and computer of your choice; Discounts on cultural and sports activities; An on-site company restaurant; Collaborating with passionate colleagues