Customer Experience Associate

About the role

Withings is seeking a Customer Experience Associate to join its fast‑growing Health Solutions division in Issy‑les‑Moulineaux, France. Reporting to the WHS Customer Support Manager in Boston, you will act as the primary liaison between French headquarters and US operations, supporting B2B partners worldwide.

Key responsibilities

• Serve as the lead technical expert for WHS devices and remote‑support services.
• Manage complex escalations through ticketing systems, ensuring SLA compliance.
• Document contact drivers, create SOPs and help‑center content in English and French.
• Oversee partner onboarding and monitor KPI trends to propose operational improvements.
• Lead cross‑functional projects aimed at reducing contact reasons and enhancing user journeys.

Required profile

• Native or professional fluency in English and French (written and verbal).
• 2‑3 years of experience in customer support for hardware, SaaS, or HealthTech products.
• Excellent communication and technical writing abilities.
• Strong analytical and problem‑solving mindset.
• Proven track record of process optimisation and stakeholder collaboration.

Required skills

• Ticketing system management
• Technical writing
• Data analysis and KPI monitoring