What are the responsibilities and job description for the Customer Experience Associate position at Withings?
About Withings:
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, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.
Historically a B2C company, Withings created a new B2B division - Withings Health Solutions - in 2019, to extend Withings’ offering to the Healthcare industry and help bridge the gap between patients and their providers.
Today, our products enable a diverse and growing set of innovators in the healthcare industry to better take care of their patients. From chronic condition management to remote patient monitoring and clinical research, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices, data connectivity options, and our remote patient monitoring platform.
Withings Health Solutions is a fast-growing division within Withings and we are looking for talented individuals to help us build the future of healthcare.
About the Role:
Reporting to the Withings Health Solutions (WHS) Customer Support Manager, you will serve as the primary point of contact for our dedicated products, partners, and services. Your mission is to decrease incoming ticket volume, drive customer satisfaction by identifying frictions and championing the Voice of the Customer across the organization. This is a highly cross-functional role designed for someone who thrives at the intersection of support, operations, and project management.
What you'll do:
- Product Expertise: Act as the lead advocate and technical expert for WHS devices and remote support.
- Escalation Management: Master our ticketing systems to handle complex escalations, decrease overall escalation rates, decrease resolution time and ensure strict adherence to SLAs.
- Knowledge Engineering: Systematically document common contact drivers and ensure our frontline agent training, Knowledge Base and Help Centers remain first-class.
- Strategic Documentation: Lead the creation of internal SOPs, external support assets, and streamlined workflows.
- Partner Onboarding: Actively monitor and participate in the onboarding journey for new WHS partners.
- Project Leadership: Lead cross-team initiatives to solve top-of-funnel contact reasons, improve the overall user journeys and cross-functional operations.
- Data Analysis: Monitor key performance indicators to propose and implement solutions that address KPI.
- 2–3 years of experience in Customer Support, specifically within Hardware, SaaS, or HealthTech.
- Exceptional Communication: Proven ability to communicate both technical and business concepts clearly. Strong technical writing skills are a must, with an emphasis on creating logical, multi-step SOPs.
- Critical Thinking: A "problem-solver" mindset with the ability to use deep, investigative questioning to find root causes.
- Process Optimization: A track record of bringing best practices to a team and optimizing existing workflows.
- Interpersonal Excellence: Ability to build instant credibility with partners and internal stakeholders.
- Operational Discipline: High attention to detail and a commitment to meeting deadlines and SLAs.
- Experience in the healthcare industry is a significant plus.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Fitness Club Reimbursement
- Healthcare & Dependent Care FSA
- Commuter FSA
- Bike-to-work benefit
- Beta Testing of our products