DESCRIPTION

We’re seeking a hands-on and customer-obsessed Customer Care Manager who thrives on direct engagement with both internal and external customers and colleagues. This role involves taking the initiative with a team of peers by sharing best practices and insights, fostering collaboration across the team. This role is perfect for someone who thrives in high-impact, customer-facing environments and is just as comfortable coaching others as they are diving into day-to-day operations.
You’ll be the bridge between our field teams, internal functions, and customers—helping to resolve issues, advocate for improvements, and ensure an outstanding experience across the board.

SKILLS, KNOWLEDGE & EXPERTISE

• Bachelor’s Degree preferred in Business Administration.
• 6 to 10 or more years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Strong English communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals

COMPLEMENTARY SKILLS

• Bilingualism (French/English or English/Mandarin) are considered definite assets
• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills

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?

KEY RESPONSIBILITIES

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Collaboratively guide, support, and coach fellow CCAS peers in their roles as customer and field advocates, fostering a strong peer-to-peer network that promotes a culture of collaboration and mutual accountability.
• Help identify and address skill-building opportunities among peers, and share knowledge, best practices, and training resources to support ongoing development.
• Help channel and translate team feedback and insights into balanced recommendations for process improvements and alignment
• Partner with internal teams (e.g., Costa Rica Customer Care, US CCASs, Global CX) to prioritize and implement process enhancements.
• Track and report on key customer metrics, trends, and recurring issues—turning feedback into actionable insights.
• Lead the Canadian region’s reporting on trends, challenges, and customer sentiment across all business units.

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