Customer Experience Associate
Core
Primary point of contact and technical expert for Withings Health Solutions (WHS) B2B products and partners, bridging French and US operations.
Role type
Senior Customer Experience Associate (B2B Support)
Builds
Remote patient monitoring platform and connected health devices ecosystem
Domain
HealthTech / Clinical-grade smart health devices
Deliverable
client delivery
Required skills
Technical writing, Escalation management, Knowledge engineering, Strategic documentation, Partner onboarding, Data analysis, Process optimization, Critical thinking
Preferred skills
Cross-team project leadership, Workflow management across time zones
Technologies
Ticketing systems, Remote patient monitoring platform
Responsibilities
Handle complex escalations and ensure SLA adherence, Document contact drivers and train frontline agents, Create internal SOPs and external support assets in English and French, Monitor and participate in partner onboarding, Lead cross-team initiatives to improve user journeys, Monitor KPIs to propose operational solutions