Customer Support Specialist, Implicity
€40-45k
+ Equity
3 days a week in office (Rue du Louvre, Paris)
Universal remote monitoring platform for cardiac patients
Posted today
Universal remote monitoring platform for cardiac patients
21-100 employees
Posted today
€40-45k
+ Equity
3 days a week in office (Rue du Louvre, Paris)
21-100 employees
Company mission
To improve clinic operations and the standard of care by harnessing the full power of data.
Role
Who you are
- We are seeking someone eager to fully invest themselves and grow within our structure
- Customer support experience: at least 2 years of experience in customer support, ideally at Level 1 (not mandatory)
- Excellent communication skills: you are recognized for your clarity, teaching ability, and capacity to interact with various stakeholders, both written and oral
- Fluency in english: perfect command of English (written and spoken) is essential
- Problem-solving aptitude & technical curiosity : you enjoy analyzing situations, identifying root causes, and finding pragmatic solutions
- Proactivity and initiative: you are not afraid to propose improvement ideas and take on projects to evolve our working methods
- IT Agility: You are comfortable with daily tools like Notion, Slack, Drive, etc
- Adaptability: You enjoy working in a fast-paced and ever-changing environment
- Strong Work Ethic: You act daily with integrity, honesty, and fairness
- Thoughtful Team Player: You are looking to make your colleagues successful
What the job involves
- We are looking for a dynamic and motivated Level 1 Customer Support Specialist to join and expand our Customer Success team
- You will work closely with an experienced colleague, who has been with the company for five years, to ensure an exceptional customer experience and contribute to the continuous improvement of our processes
- Reporting to Anne, our Head of Customer Success, and acting as a Level 1 Customer Support Specialist, you will be a key point of contact for our clients and play an essential role in their satisfaction
- Managing incoming customer technical requests: you will respond to incoming client inquiries via live chat, providing quick and effective solutions to their questions and issues
- Technical escalation: you will identify and qualify problems requiring deeper technical expertise, ensuring smooth communication and efficient handover to our technical teams
- Continuous improvement Projects: you will actively participate in optimizing our support processes
- This includes identifying areas for improvement, proposing solutions for automating repetitive tasks, and implementing projects aimed at increasing team efficiency and client satisfaction
- Collaboration and knowledge sharing: You will work in tandem with an experienced colleague, fostering an environment of mutual knowledge sharing and skill development
- Your goal is to ensure that our knowledge base regarding support is up to date and help to maintain it
- At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills
- Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets
Application process
- HR Interview with Astrid (Talent Acquisition Manager) (30min)
- Job/Operational Interview with Anne and Lisa (your future team)(60-120min)
- Final Interview with Lucie (COO) (60-90min)
- Reference check
- Job Offer (usually follows within 72 hours 🤞)
- Depending on your availability, the recruitment process should last less than 3-4 weeks
Our take
The MedTech boom has seen many innovations through the 2010s, and Implicity, a remote patient monitoring and cardiac data management company, has definitely had a clear lineage of growth since its founding in 2016.
Implicity develops software to monitor and analyse the information from pacemakers and cardiovascular devices to aid physicians and healthcare professionals through all stages of a patient’s treatment. However, maintaining growth on one product alone is hard, especially with so much Medtech competition. Implicity remedies this with its other product, a data analysis platform that uses AI and cloud technology to analyse the devices linked up to its aforementioned pacemaker and cardio health platform. Implicity leverages this data for use in patient management, clinical studies, and R&D.
Playing both fields of MedTech has diversified the draw for hospitals and companies to Implicity. It continues to update and diversify the double offering via updates to its systems with the company hoping to exemplify the continued innovation that is key to MedTech company growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2024
$2.9m
GRANT
Apr 2022
$23m
SERIES A
Total funding: $30.6m
Company benefits
- 25% variable, based on annual objectives (uncapped)
- Eligible for the BSCPE award
- Mutuelle: Alan (€26.5 / month + €14 for children)
- Restaurant tickets: €9 (50% employer)
- Transport: 50% subscription OR Sustainable Mobility Package (€37.5 / month )
Company HQ
North Cambridge, Cambridge, MA
Leadership
Arnaud Rosier
(CEO & Founder)Currently Cardio Electrophysiologist at Ramsay Santé Hospital. Previously Cardiac Electrophysiologist at Groupement des Hôpitaux de l'Institut Catholique de Lille and Cardiologist at ADHP.
David Perlmutter
(Chief Innovation Officer & Co-Founder)Previously R&D at AIRTAG, Project Manager at HITRONETIC and Research Intern at CNES.
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