Customer Service Specialist

Align Technology, Inc.; United Kingdom; Remote; GBP 35,000 - 48,000; Full time

Job summary

Align Technology, Inc. in the United Kingdom is seeking a Customer Service Specialist to be the frontline contact for Invisalign and iTero inquiries, delivering high-quality service and resolving issues promptly.

You will collaborate with Manufacturing, Marketing, Education, Sales, and Clinical Support to ensure smooth end-to-end customer journeys and a consistently positive experience for our customers across all channels.

Qualifications

• Bachelor’s degree or equivalent in Customer Support, Customer Success or related field.
• 2–4 years of customer service, support or success experience.
• Experience in a fast-paced, customer-focused environment is preferred.

Responsibilities

• Serve as a primary contact for customers, responding to Invisalign and iTero inquiries across channels.
• Manage and resolve first-line customer support tickets following established processes and SLAs.
• Provide clear, accurate, and professional responses to questions, issues and requests.
• Escalate complex issues and ensure effective follow-up and communication.
• Build strong relationships to support long-term satisfaction and trust.
• Share customer insights with relevant teams to drive improvements.
• Collaborate with Manufacturing, Marketing, Education, Sales and Clinical Support for end-to-end journeys.
• Partner with the commercial organisation to maintain high-quality customer experiences.
• Contribute to regional initiatives to improve frontline support processes.
• Support cross-functional projects as a Customer Success representative.
• Provide customer insights and feedback to aid innovation and improvements.

Skills

Customer focus

Verbal communication

Written communication

Multitasking

Problem solving

Stakeholder management

Teamwork

Analytical thinking

Accountability

Education

Bachelor’s degree or equivalent

Job description

Customer Service Specialist

Department: Customer Support

Employment Type: 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.