Hybrid: Customer Support Operations

Must be able to commute 3X per week to the Boston office located at 225 Franklin Street. Due to our hybrid policy and needs for a fast start date, at this time we are only considering local candidates.
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 Customer Support Operations Associate 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 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 (url removed)