Customer Success Specialist (12m FTC)
The Customer Success Specialist is responsible for delivering high‑quality customer support and service by acting as a primary point of contact for customer enquiries and support requests. This role focuses on resolving issues efficiently, providing accurate and timely information, and ensuring a positive and consistent customer experience across all service interactions.
The position works collaboratively across departments and contributes to improving customer experience, service processes, and overall customer satisfaction.
- Serve as a primary point of contact for customers, responding to Invisalign and iTero enquiries across all supported channels.
- Manage and resolve first‑line customer support tickets in line with established processes and service level expectations.
- Provide clear, accurate, and professional responses to customer questions, issues, and requests.
- Escalate complex or unresolved issues appropriately, ensuring effective follow‑up and communication.
- Build strong and professional relationships with customers to support long‑term satisfaction and trust.
- Act as the Voice of the Customer by sharing insights, feedback, and improvement ideas with relevant teams.
- Work closely with internal stakeholders including Manufacturing, Marketing, Education, Sales, and Clinical Support to ensure smooth end‑to‑end customer journeys.
- Partner with the commercial organisation to support a consistent and high‑quality customer experience.
- Contribute to local and regional initiatives aimed at improving frontline support processes and best practices.
- Support cross‑functional projects as a Customer Success representative or contributor.
- Assist with innovation and improvement initiatives by providing customer insights and operational feedback.
EDUCATION:
• Bachelor’s degree or equivalent relevant experience in Customer Support, Customer Success, or a related discipline.
EXPERIENCE:
- 2-4 years of relevant experience in a customer service, customer support, or customer success role.
- Experience working in a fast‑paced, customer‑focused environment is preferred.
REQUIRED SKILLS AND ABILITIES:
- Strong customer focus with a commitment to delivering high‑quality service.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities, maintain responsiveness, and meet deadlines.
- Strong problem‑solving skills and attention to detail.
- Effective stakeholder management skills, both internal and external.
- Comfortable working with systems, processes, and defined workflows.
- High sense of accountability and ownership for assigned tasks.
- Team‑oriented mindset with a collaborative approach.
- Analytical thinking and basic business awareness.
- Appropriate sense of urgency and adaptability in a dynamic environment.