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.

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.

Customer Experience Associate

Key skills