Customer Success Specialist

Key Responsibilities

• Serve as a primary point of contact for customers, responding to Invisalign and iTero enquiries across all supported channels.
• Manage and resolve first‑line customer support tickets in line 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, ensuring effective follow‑up and communication.
• Build strong and professional relationships with customers to support long‑term satisfaction and trust.
• Act as the Voice of the Customer by sharing insights, feedback, and improvement ideas with relevant teams.
• Work closely with internal stakeholders including Manufacturing, Marketing, Education, Sales, and Clinical Support to ensure smooth end‑to‑end customer journeys.
• Partner with the commercial organisation to support a consistent and high‑quality customer experience.
• Contribute to local and regional initiatives aimed at improving frontline support processes and best practices.
• Support cross‑functional projects as a Customer Success representative or contributor.
• Assist with innovation and improvement initiatives by providing customer insights and operational feedback.

Skills, Knowledge & Expertise

• 2-4 years of relevant experience in a customer service, customer support, or customer success role.
• Experience working in a fast‑paced, customer‑focused environment is preferred.

• Strong customer focus with a commitment to delivering high‑quality service.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities, maintain responsiveness, and meet deadlines.
• Strong problem‑solving skills and attention to detail.
• Effective stakeholder management skills, both internal and external.
• Comfortable working with systems, processes, and defined workflows.
• High sense of accountability and ownership for assigned tasks.
• Team‑oriented mindset with a collaborative approach.
• Analytical thinking and basic business awareness.
• Appropriate sense of urgency and adaptability in a dynamic environment.

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.