Customer Service Specialist

Align Technology, Inc.; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 36,000; Full time

Job summary

Align Technology, Inc. is seeking a Customer Service Specialist to serve as the primary contact for Invisalign and iTero enquiries in a fast-paced, customer-focused environment.

You will manage first-line tickets, provide accurate responses, and escalate issues when needed, while building strong customer relationships. You will collaborate with Manufacturing, Marketing, Education, Sales and Clinical Support to ensure end-to-end satisfaction and to drive process improvements across the service

Qualifications

• Bachelor’s degree or equivalent relevant experience in Customer Support, Customer Success, or a related discipline.
• 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.

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

Customer empathy

Communication

Multitasking

Stakeholder mgmt

Problem solving

Teamwork

Education

Bachelor’s degree

Job description

Customer Service Specialist

Department: Customer Support

Employment Type: Fixed Term - Full Time

Location: EMEA-United Kingdom

Description

The Customer Service Specialist is responsible for delivering high‑quality customer support and service by acting as a primary point of contact for customer enquiries and support requests. This role focuses on resolving issues efficiently, providing accurate and timely information, and ensuring a positive and consistent customer experience across all service interactions.

The position works collaboratively across departments and contributes to improving customer experience, service processes, and overall customer satisfaction.

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

EDUCATION:

• Bachelor’s degree or equivalent relevant experience in Customer Support, Customer Success, or a related discipline.

EXPERIENCE:

• 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.

REQUIRED SKILLS AND ABILITIES:

• 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.