Withings is dedicated to revolutionizing connected healthcare by delivering the best-in-class health devices to our customers. We are seeking a dynamic and experienced professional to join us as the Customer Care Team Leader.

Reporting directly to the Head of Customer Service, the role of the Customer Support Team Leader is to give the best experience to our users by providing product managers and engineers key feedback to help them prioritize user needs, identify emerging quality issues and lead cross-team projects to solve them and ensure team manages escalated tickets within SLAs

The Customer Support Team Leader is expected to:

• Implement the right processes & tools to identify top contact reasons per product

• Prioritize action plans with the relevant teams to solve the issues
• Create the relevant feedback loops internally, with product managers, quality teams etc to ensure user feedbacks and requests are correctly prioritized
• Implement and track KPIs to manage escalated tickets (SLAs, backlog…)
• Manage the team’s performance, training, and career development

Requirements

• Experience: Minimum of 3 years of experience, including management experience in customer relations or quality management

• Customer Centric: Strong dedication to building a customer-centric environment and delivering exceptional service
• Data Driven: KPI oriented mindset to monitor performance and achieve ambitious goals
• Communication: Excellent verbal and written communication skills
• Leadership: Natural leadership with the ability to garner support for projects from various stakeholders
• Team Management: Proven experience in managing individuals, bring positive change, manage conflicts and harvesting talents
• Innovation: Passionate about creating a unique customer experience in an evolving and innovative ecosystem
• Language Skills: Proficient in English and French. German / Spanish is a plus
• Technical Skills: Google suite, one ticketing tool. Experience with Zendesk, Metabase and SQL is a strong plus

Join Withings, where you will be part of a passionate and dynamic team working to disrupt healthcare through innovation. If you are a proactive and curious leader with a strong focus on customer experience, we invite you to apply and contribute to our mission of transforming connected healthcare.

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.