Customer Experience Associate, Withings
Smart product and app designers
Job no longer available
Smart product and app designers
201-500 employees
Job no longer available
201-500 employees
Company mission
To create technology that people love, to make better health part of daily life.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Withings have been merging stylish design with IoT-connected health since 2009. Spanning engineering, data science, and healthcare, the Parisian company are behind products such as the Apple-connected Body Smart scales which includes an “eyes closed” mode, hiding the weight from the user but harvesting the data to keep tabs on health.
Withings was the first company to release such smart-scale products and has expanded its offerings over time. Other products in the Withings range include hybrid watches, blood pressure monitors, and sleep analysis tools.
Though working within a crowded market, the maturity of Withings has meant that it has years of experience behind it and has grown its team steadily over time. With considerable funding, the company now has offices across Europe, the USA, and Asia.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2020
$61.3m
SERIES B
Dec 2015
$0.5m
GRANT
Total funding: $95.3m
Company benefits
- Sports events
- Fruits & healthy snacks
- Well-being initiatives
- Beta testing of Withings products
- Subsidized cafeteria
- Discount platform
- Hybrid work
- Mobile phone and laptop
Company HQ
Issy-les-Moulineaux, France
Leadership
Eric Carreel
(Founder & Chairman)Currently President of Invoxia and Sculpteo, Chairman of Zoov. Previously CTO of Thomson and Co-Founder and CEO of Inventel.
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