The Customer Success Senior Supervisor is a mid-management role responsible for the operational leadership and performance of a customer service team within the UKI organization. Operating with a high degree of autonomy, the role ensures the consistent delivery of high-quality customer support in line with agreed service standards, policies, and KPIs. The Senior Supervisor leads, coaches, and develops team members, manages workload and capacity, and oversees day-to-day execution to ensure efficiency, compliance, and customer satisfaction.
Reporting to the Customer Success Manager, the role acts as a key operational link between frontline teams and wider business functions. The Senior Supervisor contributes to continuous improvement initiatives, supports cross-functional collaboration, and represents the voice of the customer to help drive incremental enhancements to customer experience and processes, in line with organizational objectives.
- Provide day‑to‑day operational leadership for the Customer Success team, ensuring consistent delivery of high‑quality support aligned with service standards, SLAs, and KPIs.
- Oversee the execution of frontline customer support activities across all channels’, ensuring workload is effectively planned, prioritised, and balanced across the team.
- Monitor team performance against agreed metrics, identifying risks, trends, and improvement opportunities, and taking timely corrective action where required.
- Act as escalation point for complex or sensitive customer issues, ensuring effective resolution while protecting customer experience and company standards.
- Ensure adherence to established processes, policies, and compliance requirements, leading by example and reinforcing operational discipline.
- Lead, coach, and develop a team of Customer Success employees, fostering a high‑performance, customer‑centric culture.
- Support onboarding, training, and ongoing capability development to ensure team members have the skills and knowledge required to perform effectively.
- Conduct regular one‑to‑ones, performance reviews, and development discussions, providing clear feedback, guidance, and support.
- Promote accountability and ownership within the team, supporting engagement, motivation, and retention.
- Build strong, trust‑based relationships with customers by ensuring consistent, proactive, and high‑quality engagement through the team.
- Act as the Voice of the Customer, identifying recurring themes, customer pain points, and improvement opportunities, and sharing insights with relevant stakeholders.
- Collaborate closely with cross‑functional partners including Sales, Marketing, Manufacturing, Education, and Clinical Support to ensure smooth end‑to‑end customer journeys.
- Partner with commercial teams to support customer satisfaction, retention, and overall business objectives.
- Drive continuous improvement initiatives by identifying process inefficiencies, best practices, and opportunities to enhance customer experience and operational effectiveness.
- Contribute to and, where appropriate, lead cross‑functional or regional projects, providing operational input and governance to support innovation and change initiatives.
- Develop, maintain, and communicate clear operational reporting and dashboards, providing regular updates on performance, trends, and actions.
- Ensure the Knowledge Base is established, maintained, and kept up to date to support consistent and efficient service delivery.
- Operates with a high degree of autonomy within defined policies and guidelines.
- Typically reports to a Customer Success Manager and is responsible for the performance and development of a reasonably sized customer support team.
EDUCATION:
• Minimum of bachelor’s degree, Customer Support or related discipline or combination of education and equivalent work experience required.
EXPERIENCE:
- Requires 3+ years directly related (people management) experience.
REQUIRED SKILLS AND ABILITIES:
- Strong customer‑service mindset with a focus on quality and consistency.
- Effective verbal and written communication skills.
- Ability to coach, support, and motivate team members.
- Strong organizational skills with the ability to manage competing priorities.
- Solid problem‑solving and troubleshooting capabilities.
- Confidence in handling escalations and sensitive customer situations.
- Ability to work hands‑on and lead by example.
- Strong sense of ownership, accountability, and professionalism.
- Team‑oriented approach with the ability to collaborate across functions.
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!
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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.
