The Role
Serves as the primary contact for Invisalign and iTero customers, handling inquiries and first-line support tickets across channels. Resolves issues, escalates complex cases, maintains customer relationships, and collaborates with Manufacturing, Marketing, Education, Sales, and Clinical Support teams. The role also represents the customer voice by sharing feedback and contributing to cross-functional initiatives that improve support processes and customer experience.
Summary Generated by Built In
This is a 15-month fixed-term contract position.
As a Customer Success Specialist, you will serve as the primary point of contact for Invisalign and iTero customers, ensuring an exceptional customer experience across all support channels. You will manage customer inquiries, resolve support tickets, and collaborate closely with internal teams to deliver timely and effective solutions. Through your strong communication skills and customer-centric approach, you will build lasting customer relationships and contribute directly to customer satisfaction. Acting as the Voice of the Customer, you will share valuable insights and feedback to help improve processes, services, and overall customer experience. This role offers the opportunity to work in an international environment while supporting innovative digital orthodontic solutions that transform smiles worldwide.
As a Customer Success Specialist, you will serve as the primary point of contact for Invisalign and iTero customers, ensuring an exceptional customer experience across all support channels. You will manage customer inquiries, resolve support tickets, and collaborate closely with internal teams to deliver timely and effective solutions. Through your strong communication skills and customer-centric approach, you will build lasting customer relationships and contribute directly to customer satisfaction. Acting as the Voice of the Customer, you will share valuable insights and feedback to help improve processes, services, and overall customer experience. This role offers the opportunity to work in an international environment while supporting innovative digital orthodontic solutions that transform smiles worldwide.
Your responsibilities as a Customer Success Specialist at Align
- Serve as the primary point of contact for Invisalign and iTero customer inquiries across all supported channels.
- Manage and resolve first-line customer support tickets in accordance with established processes and service level expectations.
- Provide clear, accurate, and professional responses to customer questions, issues, and requests.
- Escalate complex or unresolved issues appropriately and ensure effective follow-up communication.
- Build strong and professional customer relationships to support long-term satisfaction and trust.
- Collaborate closely with Manufacturing, Marketing, Education, Sales, and Clinical Support teams to ensure a seamless customer journey.
- Act as the Voice of the Customer by sharing feedback, insights, and improvement opportunities with relevant stakeholders.
- Contribute to cross-functional projects and initiatives focused on enhancing customer support processes and best practices.
Your skills and Expertise
- Bachelor's degree or equivalent experience in Customer Success, Customer Support, Customer Service, or a related field.
- Minimum 2 years of experience in a customer-facing support, service, or customer success role.
- Fluent Swedish and English language skills, both written and verbal.
- Strong customer focus and commitment to delivering exceptional service.
- Excellent communication and stakeholder management skills.
- Ability to manage multiple priorities while maintaining responsiveness and meeting deadlines.
- Strong problem-solving skills and attention to detail.
- Team-oriented mindset with accountability, ownership, and adaptability.
Attractive benefits
- 30 Days of Annual Leave: Enjoy 25 vacation days per year, plus an additional 5 company-provided “feriefridage”, giving you excellent opportunities to recharge and maintain a healthy work-life balance.
- Enhanced Family Leave: Benefit from 18 weeks of fully paid maternity leave, 2 weeks of fully paid paternity leave, and 10 weeks of fully paid parental leave for eligible employees.
- Meal Subsidy: Enjoy discounted meals at the HUBNORDIC food court through Align's meal subsidy program, with the company covering a significant portion of the cost.
- Employee Invisalign® Discount Program: Access exclusive discounts on Align products as part of your employee benefits package.
- Employee Referral Bonus: Receive referral bonuses when introducing talented professionals who successfully join Align.
- International and Inclusive Environment: Be part of a collaborative, diverse, and innovative culture that values teamwork, growth, and inclusion.
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.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 are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. 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. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
Skills Required
- Bachelor’s degree or equivalent experience in Customer Success, Customer Support, Customer Service, or a related field
- At least 2 years of experience in a customer-facing support, service, or customer success role
- Fluent Swedish and English, written and verbal
- Strong customer focus and commitment to exceptional service
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities, remain responsive, and meet deadlines
- Strong problem-solving skills and attention to detail
- Team-oriented mindset with accountability, ownership, and adaptability
Align Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Align Technology and has not been reviewed or approved by Align Technology.
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Healthcare Strength — Health coverage includes medical, dental, vision, life, and both short‑ and long‑term disability, along with AD&D and wellness resources. Select locations add region‑specific programs such as medical coverage and Multisport, reinforcing breadth.
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Strong & Reliable Incentives — A corporate bonus plan outlines performance‑based rewards and eligibility, and compensation is described as competitive in commercial roles. Incentive structures in sales are portrayed as offering strong on‑target earnings potential.
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Retirement Support — Retirement programs feature a 401(k) plan with company contribution mechanisms, profit sharing, and a defined contribution pension plan. These elements emphasize long‑term financial security alongside salary and bonus.
Align Technology Insights
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The Company
What We Do
Twenty years ago, we pioneered the world's first clear aligners. Since then, we have continuously innovated with new products and technologies that are revolutionizing treatments for doctors and their patients. Invisalign clear aligners and the iTero Intraoral scanner help dental professionals achieve the clinical results they expect and deliver effective, advanced dental options to their patients. Helping change millions of lives, one smile at a time. Discover your straight path to a bright future at Align. As a part of our smart, diverse and fast-moving global team, you'll make an impact for the market leader that's moving an industry forward. Want to find out what’s next for us—and for you?
