Itero Senior Technical Support

**Description**:
This role is ideal for a people-focused leader with a technical mindset, strong analytical skills, and a passion for delivering exceptional customer support. As the **iTero Technical Support & Onboarding Supervisor**, you will oversee a high-performing team that supports dental professionals through onboarding and technical assistance. You will drive team performance, manage day-to-day operations, and contribute to long-term process improvements. Your leadership will help build a culture of ownership, accountability, and customer-first thinking while ensuring alignment with key performance targets and service standards.

**Role expectations**:

- Manage the daily operations of the iTero Technical Support & Onboarding team, including task allocation, shift scheduling, and capacity planning.
- Oversee SLA adherence and drive KPI performance related to ticket response, call handling, and customer satisfaction.
- Provide hands-on coaching, training, and support to team members, with a focus on performance, engagement, and professional growth.
- Act as a point of contact for escalations, ensuring timely and effective issue resolution in collaboration with internal stakeholders.
- Foster a team culture based on accountability, ownership, and a strong customer focus.
- Lead training efforts, including onboarding of new hires and development of role-specific training modules.
- Support standardization across the EMEA iTero and Customer Success teams by reviewing and maintaining processes, documentation, and training materials.
- Proactively collect feedback and use data insights to identify areas for improvement and implement operational enhancements.
- Participate in improvement projects, including product testing, system updates, and cross-functional collaboration to enhance the customer experience.
- Effectively communicate technical issues to non-technical users and customers.

**What we're looking for**:

- Bachelor’s degree required.
- 1-3 years of experience in a customer support or onboarding role, with previous team leadership experience.
- Strong interpersonal skills and the ability to motivate, engage, and coach team members.
- Excellent verbal and written communication skills in **French and English**.
- Analytical mindset with the ability to monitor and act on team KPIs and performance trends.
- Proactive, hands-on approach with strong problem-solving abilities.
- Willingness to work rotating shifts if required.
- A positive, adaptable team player who thrives in a fast-paced, customer-centric environment.

**About Align Technology**:
**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?
**Explo