Supervisor, iTero Technical Support

il y a 3 jours

Paris, Île-de-France Align Technology Temps plein

Department:
Customer Support

Location:
EMEA-France

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.
  • Experience working in a Windows environment with business applications such as Word, Excel, and CRM systems.
  • Experience with and/or SAP is highly desirable.
  • Willingness to work rotating shifts if required.
  • A positive, adaptable team player who thrives in a fast-paced, customer-centric environment.

Applicant Privacy Policy
Review our
Applicant Privacy Policy
for additional information.

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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