Customer Experience Specialist - Product Expert (H / F)

Customer Experience Optimization

At Withings, we aim to give individuals control over their health.

We are obsessed with creating beautiful and intuitive products that everyone can use easily in their daily lives; 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 : to enable prevention, screening, and support for a number of chronic diseases through innovative products and services, in order to revolutionize the way we take care of our health.

Integrated into the Investigation team, your role will be to optimize the user experience of all our customers through ticket processing and the implementation of reporting on the products assigned to you. You will identify points of improvement related to products and customer journeys, thus allowing the product teams to adjust their roadmaps accordingly.

To do this, you will be in charge of :

• Acting as the point of contact within the Customer Service for all topics related to the products of your specialization.
• Representing the third level of customer support : managing and analyzing tickets / issues escalated by our call centers and, if necessary, communicating directly with our customers.
• Identifying emerging problems and causes of dissatisfaction, and ensuring the internal prioritization of issues reported by our customers.
• Implementing, analyzing, and disseminating reports on your products.
• Ensuring a constant watch for the product, design, and marketing teams, providing them with all key information on the use and performance of our products.
• Participating in the optimization of customer support performance and processes.
• Identifying and launching initiatives aimed at reducing the contact rate and escalation rate on your products, notably through the creation and improvement of content, and integration into the chatbot.