Hybrid: Customer Experience Associate

2 months ago

Boston, United States Withings Full time
Job DescriptionJob Description

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, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.

Historically a B2C company, Withings created a new B2B division - Withings Health Solutions - in 2019, to extend Withings’ offering to the Healthcare industry and help bridge the gap between patients and their providers.

Today, our products enable a diverse and growing set of innovators in the healthcare industry to better take care of their patients. From chronic condition management to remote patient monitoring and clinical research, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices, data connectivity options, and our remote patient monitoring platform.

Withings Health Solutions is a fast-growing division within Withings and we are looking for talented individuals to help us build the future of healthcare.

Reporting directly to Withings Health Solutions (WHS) Customer Support Manager , the primary role of WHS Customer Experience Associate is to to be the point of contact for dedicated products, partners or services. Although a small team, so speciality will be across these products, partners or services, this particular role will have a strong focus on our Remote Patient Monitoring Platform and Devices.

This role will work directly on decreasing the incoming ticket volume and the improvement of customer satisfaction. The Customer Experience Associate will have great understanding of the partner and device-end-user (DEU) frictions and share the Voice of Customer. The WHS Customer experience associate will be a highly cross functional role.

What you'll do

  • Remote support of our devices for WHS users - you will be a product expert and customer advocate.
  • Display comfort with the use of ticketing/tracking systems: including, perfectly handling escalated queued tickets, decreasing escalation rate and ensuring that all SLAs are met.
  • Systematically identify and document the most common contact reasons and ensure that our knowledge base (training) is up to date for our front line agents.
  • Manage and participate in calling new RPM patients for client onboarding.
  • Lead in enriching the internal knowledge base and writing workflows.
  • Improve reports on WHS products.
  • Project Management: lead cross-team projects in order to have a direct impact on top contact reasons.
  • Analyze key indicators: proposing solutions to improve the customer experience, and reduce the contact rate on high-volume topics.
  • Demonstrate ability to communicate both technical and business concepts.

Requirements

Requirements

- 2-3 years of customer success/experience or service experience with hardware, SaaS, or both support

- Ability to problem solve with the the use of deep critical thinking based questions

- Ability to bring best practices and optimize processes

- Strong interpersonal skills, with the ability to build credibility instantly

- Passionate about providing a good customer support experience

- Strong attention to details skills, with a drive to complete things with a high level of excellency

- Ability to adhere to deadlines and SLAs

- Experience with healthcare industry is a plus but not required

- French or Spanish language skills is a plus but not required

Benefits

As you're making the world a healthier place for others, we strive to make it a healthier place for you:

  • Health Care offerings, including options with no employee paid premiums
  • All employees receive One Medical and Talkspace memberships
  • 6% retirement plan match (401k)
  • Life insurance & disability options at no cost to you
  • Competitive Paid Time Off plans (vacation, sick & public holidays)
  • Family Leave (Maternity, Paternity)
  • Wellness and preventative care reimbursements
  • Daily lunch stipends
  • Employer funded HSAs
  • Healthcare & Dependent Care FSA
  • Employer funded commuter FSA
  • Bike-to-work benefit
  • Own and beta test all of our products
  • Flexible hybrid work

Equal Opportunity at Withings

At Withings, we know that diversity, equity and inclusivity are paramount to fostering innovation. We rely on the unique skill sets, life experiences and perspectives of each team member to accomplish our mission—creating technology that people love, to make better health part of everyday life.

Accommodations

If there is anything we can do to accommodate you to participate fully in the recruitment or interview process, please let us know by reaching at to US-HR@withings.com

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