INACTIVE
Full-Time
HYBRID: Customer Support Operations
Posted on 3/9/2024
Develops connected health monitoring devices
Hardware
Mid, Senior
Cambridge, MA, USA
Required Skills
Communications
Atlassian
Management
Zendesk
Customer Service
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides
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
- 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
Responsibilities
- Manage Call Centers Performance and Quality
- Build and manage all the reporting to track performance and the quality of service provided to improve agent productivity
- Manage agents tools and accesses
- 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
At Withings, employees engage in the mission of enhancing health-tech devices that merge innovation with user comfort. This company prioritizes medical-grade accuracy and user-accessible insights in developing connected health devices like smart scales and blood pressure monitors. With a focus on impactful long-term change and advanced health monitoring technologies, this workplace cultivates a future-looking environment committed to improving everyday health management.
Company Stage
Series B
Total Funding
$93.8M
Headquarters
Issy-les-Moulineaux, France
Founded
2008
Growth & Insights
Headcount
6 month growth
↓ -1%1 year growth
↑ 0%2 year growth
↑ 7%INACTIVE