Sr. Supervisor, Customer Care (Diagnostic Services- Technical Support)

Department: Operations

Employment Type: Full Time

Location: EMEA-Poland

Description

Join Align Technology, a global leader in digital dentistry and orthodontics, as we expand our cutting-edge Dental XR.AI Diagnostic Services. We are seeking a Supervisor for Onboarding & Support who will lead and support a cross-functional team of Communication Support and Technical Support specialists. This team plays a critical role in enabling successful onboarding and adoption of Diagnostic as a Service (DaaS) solutions integrated with the Align Digital Platform and iTero systems.

You’ll be part of a culture focused on innovation, customer success, and continuous improvement—helping dental professionals deliver better outcomes and improving smiles around the world.

This role is based in our Wrocław office (Psie Pole) and requires full-time on-site presence, five days per week.

Key Responsibilities

• Oversee the day-to-day operations of the XRAI Onboarding Communication & Technical Support team within Diagnostic Services.
• Plan, allocate and monitor team capacity, workload, and performance metrics (KPIs, SLAs).
• Drive team performance to meet onboarding timelines, customer satisfaction, and issue resolution targets.
• Act as the primary escalation point for unresolved or complex onboarding or technical support issues.
• Coordinate cross-functional collaboration between engineers, sales, and customer teams to ensure smooth onboarding workflows.
• Provide coaching, training, and development for team members, including onboarding of new hires and continuous knowledge refreshers.
• Lead the development and refinement of onboarding and support processes (e.g., automation, documentation, reporting).
• Monitor key operational KPIs, prepare regular status updates, and report progress to leadership and stakeholders.
• Build a customer-first culture emphasizing accountability, ownership, and empathy.
• Identify opportunities for process improvement and contribute to digital transformation initiatives.
• Be available to step into operational tasks or take client calls during high-volume periods, if needed.

Skills, Knowledge & Expertise

• Bachelors degree required (technical or technology-related field preferred), engineering degree preferred
• 4+ years of related experience with proven track record of achieving operational goals
• (Preferable onboarding, customer service, or technical support roles)
• Experience leading or supervising teams in a dynamic, customer-focused environment.
• Excellent interpersonal, coaching, and communication skills (verbal and written).
• Fluent in English; additional languages (e.g., German) are a strong advantage.
• Ability to translate technical concepts to non-technical stakeholders with clarity and empathy.
• Strong understanding of Microsoft Office, Microsoft Teams; familiarity with Jira, Salesforce, and tools like Calendly is a plus.
• Technical proficiency in Windows OS, remote IT support, and imaging protocols (e.g., DICOM) is a strong asset.
• Self-starter with a passion for operational excellence, automation, and customer success.

Job Benefits

• Private healthcare Luxmed,
• Multisport card,
• Private insurance,
• Meal vouchers,
• Co-financing of company products,
• Employee Support Program.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link: Align Technology (Poland).pdf