Transforming smiles,
changing lives.
Supervisor, Customer Care
The Supervisor, Customer Care should oversee the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensure quality service and operational performance within the parameters of program and delivery standards. Analyze operational processes, establish escalation procedures and oversee training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Select, develop and evaluate personnel to ensure the efficient operation of the function. This role will be part of Align Technology goal to deliver the next generation of iTero support to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.
The location of your office will be Wrocław. We can offer a hybrid work model (2 HO days).
The location of your office will be Wrocław. We can offer a hybrid work model (2 HO days).
Key Responsibilities
- Monitor daily team performance against Service Level Agreements (SLAs), productivity metrics, and quality KPIs across supported EMEA markets.
- Set goals for performance and deadlines in ways that comply with company’s plans and vision.
- Organize workflow and ensure that employees understand their duties or delegated tasks.
- Ensure adherence to regional and global support standards, workflows, and best practices.
- Monitor attendance, shift adherence, and resource allocation to ensure consistent coverage and service levels.
- Monitor employee productivity and provide constructive feedback and coaching.
- Identify and apply career advancement opportunities for direct reports.
- Conduct project management tasks that address operational needs and improve customer satisfaction
- Work closely with internal teams (Workforce Management, Quality, Training, Knowledge Management, etc.) to align resources and drive excellence in execution
- Support knowledge-sharing and upskilling across the team, encouraging cross-country expertise.
- Act as a backup for the team members.
- Monitor and act in Customer feedback (NPS/Complaints?CSAT) and close the loop where appropriate.
Skills, Knowledge & Expertise
- Previous experience in supervisory and/or management roles
- College Bachelor’s degree
- To develop at this level for 1-2 year.
- Proficiency in English. Second European language proficiency is a plus
- Leadership skills.
- Business insight skills.
- Basic reporting and data analytics skills
- Communication and team building skills.
- Project Management skills
Job Benefits
- Private healthcare Luxmed,
- Multisport card,
- Private insurance,
- Meal vouchers,
- Co-financing of company products,
- Employee Support Program.
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À propos de Align Technology
Your growth and well-being:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee discounts on Invisalign products.
- Learning opportunities though online learning resources and support for your individual development plans.
- Inclusive workspace that fosters diversity and collaboration.
Country-specific details will be shared with you by your recruiter during the interview process.
Discover Align:
At Align Technology, 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.
Discover Align:
At Align Technology, 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.
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.
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 diversity and nurture employee well-being?
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
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.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Review our Applicant Privacy Policy for additional information.
Global Diversity Statement:
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.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Notre processus d'embauche
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