At Withings, we want to empower people to take control of their health.

We are passionate with creating beautiful and intuitive products that are easy to use in everyday life; our connected scales, hybrid watches, blood pressure monitors, sleep monitors and all the devices in our range are now used by millions of users.

Our goal is to enable prevention, screening and support for a number of chronic diseases through innovative products and services, to revolutionize the way we take care of our health.

The Customer Care team department has two main missions:

Providing the best support to our millions of users and providing internal teams with the best insights on customers needs and feedbacks

Within the Customer Care department, the Operations Performance is essential to drive leading transformation projects, deploying/improving tools, identifying pain points, and driving satisfaction. More specifically, you will be required to:

• Understand and document Customer Care processes, to identify painpoints
• In partnership with data team, identify, launch, and execute projects that will positively impact your KPIs (CSAT, NPS, full resolution time, escalation rate). Examples: make a business case for/against launching a new support channel like Whatsapp / identify and deploy a translation tool to support new languages..
• Act as project manager to coordinate various internal teams (platform, product, legal, data…) to make your projects successful
• Support CS managers on process tools & data questions
• Continuously drive a customer-centric mindset in the company

Requirements

• A first successful experience in managing intricate projects within a data-driven organization, preferably with a focus on Customer Care or project management themes.
• A collaborative individual who inspires others and cultivates strong working relationships across all departments.
• Ability to make documented decisions, with consideration of all alternatives and risks with a demonstrated customer-centric mindset
• Outstanding communication in French and English and interpersonal abilities
• Ability to deliver projects all the way to the end and highly proficient using project management tool  (Jira/Notion/Asana)
• Highly proficient in Office/Google suite. Experience with Zendesk is a very strong plus. SQL experience is a plus

Benefits

Joining the Withings adventure means :

• Joining one of the world's pioneers and leaders in connected health, winner of several awards at the Consumer Electronic Show,
• Contributing to innovative and ambitious projects for the health of tomorrow in an agile and constantly evolving environment,
• Join an international company, member of the FrenchTech 120, with teams based in Issy-les-Moulineaux, Boston, Hong-Kong and Shenzhen,
• Participate in the continuous improvement of our products and services by beta-testing them before their release, especially during our numerous sports sessions with colleagues,
• Benefit from numerous advantages: Stock Options, smartphone and computer of your choice, discounts for cultural and sports activities, company restaurant, and much more,
• Participate in the Withings Med Academy by attending lectures by healthcare professionals to strengthen your knowledge in the medical field,
• Collaborate with passionate colleagues and celebrate each of our successes together!

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.

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