SUPERVISOR, CUSTOMER SUPPORT

Join a team that is changing millions of lives.
Transforming smiles.
Transforming lives.
Transforming an industry.
At  Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever is next.
We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation.
Our teams are constantly pushing the boundaries of what is possible.
Ready to join us?    About this opportunity   Oversees the activities of Customer Support that provides operational/business process supporting to internal and external customers for company products and services.
Ensures quality service and operational performance within the parameters of program and delivery standards.
Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility).
Selects, develops and evaluates personnel to ensure the efficient operation of the function.
In this role, you will…   Setting goals for performance and deadlines in ways that comply with company’s plans and vision Organizing workflow and ensuring that employees understand their duties or delegated tasks Monitoring employee productivity and providing constructive feedback and coaching Identifies and applies career advancement opportunities for direct reports Manages projects Responsible for immediate supervision to semi-skilled employees and/or non-exempt employees Responsible for monitoring the daily operations of units or sub-units Interacts daily with subordinates and/or functional peer groups.
Work with full autonomy not requiring closing supervision Establishes practices and procedures in analyzing situations or data from which answers can be readily obtained.
Requires full knowledge of own area of functional responsibility.
Strong analytical skills to identify gaps and propose necessary improvements Strong operational skills management with focus on delivering KPI targets and responsible for dimensioning schedule Strong oral and writing communication skills Work close to main stakeholders and area partners, fast responding to escalation and bringing solution to issues and critical cases Omnichannel knowledge and solution center mindset Strong capacity to manage tickets VOC analyses and continuous improvement vision, presenting scalable operational solution   In this role, you’ll need …   Bachelor’s degree from a four-year college or university More than 4 years of directly related experience Proficiency in English is desirable for this position.
Strong Leadership skills Ability to influence and motivates others Business Insights Manages complexity Builds network Develops talent Communicates Effectively Builds effective teams Project Management Ability to identify customer-focused solutions and problem solving.
Affinity for technology, agile thinking and ability to always be learning.
Strong critical skills, strategic thinking, problem solving, empathy, and decision making.
Sound like a good fit?       Great! Click the "Apply" link to let us know you are interested.
Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family.
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About Align       Align Technology is a publicly traded medical device company that is  transforming smiles and changing lives.
Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect.
Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services.
Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.
By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries.
Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.
We respect your privacy.
Please review our  Applicant Privacy Policies   for additional information.
Global Diversity Statement.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees.
As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees.
We live our company values by promoting healthy people and healthy communities.
All with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.