Customer Support Operations

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.

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.

Reporting directly to the CoE, The Senior Customer Support Operations Lead serves as the PoC between our BPOs and Withings as a whole. They are in charge of ensuring our BPOs meet and exceed our SLAs while minimizing costs.

This role will be required to come onsite in a hybrid capacity, to our 225 Franklin Street Boston MA location Tuesday, Wednesday and Thursdays.

Manage Call Centers Performance and Quality

• Proactively work with call center management on a daily basis to ensure agent performance meets our goals (e.g. Productivity, SLA, and other KPIs) 

• Build and manage all the reporting to track performance and the quality of service provided to improve agent productivity

• Manage agents tools and accesses: Check in and out (Zendesk, Backend, Magento, kBase, and PlayVox). Ensure agents have uninterrupted access to tools and resources, reporting and resolving any issues as these appear

• Work with Customer Support Teams to ensure we maintain high CSAT during crisis events

• Work with Tools & Processes Team to best manage existing channels and identify new ones to keep up with industry trends and ensure KPIs are met
  

Management Call Centers OPEX (Operational Expenses)

• Build a robust forecasting process to ensure BPOs are staffed accordingly to reach the SLA and CSAT goals

• Manage contractual obligations with BPOs (including financial and performance)

• In coordination with finance and management, monitor spending to ensure it’s in line with the planned budget

• Identify and implement strategies to decrease the cost per ticket by improving the productivity of agents and decreasing the contact rate

• Support B2B team to scale Health Solutions customer service

Requirements

• Minimum of 3 years proven experience in a similar role (Operations, project management, customer service)
• Experience in tech required and healthcare or health tech is a plus 
• French is a plus. 
• Understanding of contact center operations, customer service strategies, and industry best practices
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels
• Analytical mindset with the ability to interpret data and insights to drive informed decision-making, as well as to build forecasting models
• Proven problem-solving skills and the ability to make effective decisions under pressure
• Flexibility to adapt to changing priorities and work in a fast-paced, dynamic environment
• Proficiency in using customer service software, CRM systems (Zendesk is a plus), and tools as well as in office tools (Microsoft Excel and PowerPoint, Notion, Atlassian)
• Customer-centric mindset with a passion for delivering exceptional customer experiences
• Occasional (estimated 3-4 trips per year) international travel required to France, Philippines, Spain.

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 in