Customer Experience Associate

Withings•Boston, MA

19d

About The Position

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.

Requirements

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.

Nice To Haves

Experience in the healthcare industry is a significant plus.

Responsibilities

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.