Withings

Customer Experience Associate

Withings

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

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About the role

  • 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.

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.
  • Experience in the healthcare industry is a significant plus.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Free Food & Snacks
  • Fitness Club Reimbursement
  • Healthcare & Dependent Care FSA
  • Commuter FSA
  • Bike-to-work benefit
  • Beta Testing of our products
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticketing systemsdata analysisKPI monitoringtechnical writingSOP creationprocess optimizationworkflow management
Soft Skills
exceptional communicationcritical thinkinginterpersonal excellenceproblem-solvingoperational discipline