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.
- 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.
- 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.
- 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.
