Align Technology
Sr. Supervisor Customer Success
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Department: Customer Support
Location: EMEA-United Kingdom
Description
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.
Key Responsibilities
- 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, prioritized, 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.
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Education
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Skills, Knowledge & Expertise
- 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.
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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.
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