Customer Experience Associate

About the role

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, 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. 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 Do Reporting 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. Bilingual Fluency: Native or professional-level proficiency in English and French. You must be capable of technical writing and partner communications in both languages. Experience: 2-3 years in Customer Support, specifically within Hardware, SaaS, or HealthTech. Exceptional Communication: Proven ability to explain technical concepts clearly. Strong technical writing skills are a must, particularly for creating logical SOPs. Critical Thinking: A "problem-solver" mindset with the ability to use investigative questioning to find root causes. Process Optimization: A track record of bringing best practices to a team and optimizing workflows. Interpersonal Excellence: Ability to build instant credibility with international partners and stakeholders in Boston and France. Operational Discipline: High attention to detail and a commitment to meeting deadlines and SLAs. Experience in the healthcare industry is a significant plus. Joining one of the pioneers and global leaders in connected health-a multi-award winner at the Consumer Electronics Show. Contributing to innovative and ambitious projects shaping the future of healthcare, within an agile and constantly evolving environment. Joining an international company-a member of the FrenchTech 120-with teams based in Issy-les-Moulineaux, Boston, Hong Kong, and Shenzhen. Participating in the continuous improvement of our products and services by beta-testing them prior to launch-particularly during our many sports sessions with colleagues. Enjoying a wide range of benefits: stock options, a smartphone and computer of your choice, discounts on cultural and sports activities, an on-site company restaurant, and much more. Collaborating with passionate colleagues and celebrating every success together! All applications are reviewed regardless of a candidate's ethnic origin, opinions, beliefs, religion, gender, sexual orientation, or health status. Withings is committed to providing and guaranteeing equal opportunities to all candidates; access to information regarding your application is restricted to authorized personnel only (HR and Management). Note to Applicants: As your direct manager and core team are based in Boston, please submit your application and CV in English.