Customer Experience Associate

About WithingsWithings 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 BridgeWe 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.

What You’ll DoReporting 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.