Customer Experience Associate

Withings; Issy-les-Moulineaux; Sur place; EUR 45 000 - 60 000; Plein temps

Avantages offerts par ce poste

Stock options

Smartphone and computer of your choice

Discounts on cultural and sports 활동

On-site company restaurant

Résumé du poste

Withings is seeking a bilingual Customer Support Specialist for its WHS division based in Issy-les-Moulineaux, France. You will be the primary contact for B2B products, acting as a technical expert for remote support and managing escalations across time zones.

You will document contact drivers, train agents, and contribute to SOPs in English and French, while onboarding new partners and driving KPI-driven improvements in a global team.

Qualifications

• Fluency in English and French, written and spoken, for technical writing and partner communications.
• 2–3 years in Customer Support within Hardware, SaaS, or HealthTech.
• Excellent written and verbal communication with ability to explain complex concepts.
• Strong problem-solving mindset with investigative questioning to find root causes.
• Experience in optimizing workflows and processes.
• Ability to collaborate with international partners and stakeholders in Boston and France.

Responsabilités

• Serve as primary contact for dedicated B2B WHS products and partners.
• Act as lead technical expert for WHS devices and remote support.
• Manage escalations, reduce resolution times, and ensure SLA adherence.
• Document contact drivers and train frontline agents; maintain Help Centers.
• Lead creation of internal SOPs and external support assets in English and French.
• Monitor onboarding for new WHS partners and lead cross-team initiatives.
• Analyze KPIs and propose operational improvements.

Connaissances

Bilingual fluency English/French

Customer support experience

Excellent communication

Problem solving

Process optimization

Stakeholder management (international)

Outils

Ticketing systems

Knowledge base / Help Centers

Description du poste

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.

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

Requirements

• 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

Benefits

• 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)