Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Customer Experience Associate at Withings providing support for health devices and solutions. Handling escalations, optimizing processes, and leading cross-team initiatives in healthcare.
Responsibilities
- Product Expertise: Act as the lead advocate and technical expert for WHS devices and remote support.
- Escalation Management: Master our ticketing systems to handle complex escalations, decrease overall escalation rates, decrease resolution time and ensure strict adherence to SLAs.
- Knowledge Engineering: Systematically document common contact drivers and ensure our frontline agent training, Knowledge Base and Help Centers remain first-class.
- Strategic Documentation: Lead the creation of internal SOPs, external support assets, and streamlined workflows.
- Partner Onboarding: Actively monitor and participate in the onboarding journey for new WHS partners.
- Project Leadership: Lead cross-team initiatives to solve top-of-funnel contact reasons, improve the overall user journeys and cross-functional operations.
- Data Analysis: Monitor key performance indicators to propose and implement solutions that address KPI.
Requirements
- 2–3 years of experience in Customer Support, specifically within Hardware, SaaS, or HealthTech.
- Exceptional Communication: Proven ability to communicate both technical and business concepts clearly. Strong technical writing skills are a must, with an emphasis on creating logical, multi-step SOPs.
- Critical Thinking: A "problem-solver" mindset with the ability to use deep, investigative questioning to find root causes.
- Process Optimization: A track record of bringing best practices to a team and optimizing existing workflows.
- Interpersonal Excellence: Ability to build instant credibility with partners and internal stakeholders.
- Operational Discipline: High attention to detail and a commitment to meeting deadlines and SLAs.
- Experience in the healthcare industry is a significant plus.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Fitness Club Reimbursement
- Healthcare & Dependent Care FSA
- Commuter FSA
- Bike-to-work benefit
- Beta Testing of our products
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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