MEA Customer Success Supervisor

Department: Customer Support

Location: EMEA–Saudi Arabia

Description

You will be responsible for development and execution of customer success activities and strategy. You will oversee the execution of the daily operative tasks of all team members across several countries in the Middle East and African region, ensuring every team member follows processes, company policies, and that tasks are carried out effectively and efficiently. You will continuously monitor team capacity, workload, and SLAs.

You will build required reporting and dashboards, report on KPIs on a regular basis, and set up and maintain a knowledge base. You will report to the Manager of CS and supervise a team of 10 people.

• Providing support by responding to all Invisalign and iTero inquiries coming in via all available support channels.
• Having personal interactions such as conducting face‑to‑face meetings and providing on‑ or off‑site training courses.
• Act as the Voice of the Customer by providing ideas and suggestions to improve the overall business, customer experience and/or specific customer inquiries.
• Be a trusted advisor to internal and external customers regarding all kinds of operational topics.
• Collaborate with various stakeholders such as Manufacturing, Marketing, Education, Sales, and Clinical Support.
• Work closely with the commercial organization to ensure high customer satisfaction and smooth end‑to‑end process execution.
• Identify and assist local teams to identify best practices in relation to frontline support in respective markets.
• Be involved in cross‑functional/regional projects, providing governance to innovation projects to ensure the right product and research plans are developed.

• Bachelor’s degree required, with 1‑3 years directly related people‑management experience.
• Experience in managing a team.
• Customer focused.
• Highly effective communicator.
• Strong oral and written communication skills (presentations, correspondence, influencing skills).
• Efficient at managing competing demands, including prioritization, responsiveness, and keeping others informed.
• Effective stakeholder management skills – internal and external.
• Solid problem‑solving ability and ability to manage details.
• High sense of accountability for one’s tasks and a can‑do attitude.
• Appropriate sense of urgency.
• Team player.
• Analytical, strategic, and business acumen.
• Fluent in English and Arabic.
• Willing to support your team across different time zones in the Middle East and African region.
• Willing to travel.

Applicant Privacy Policy

Review our Applicant Privacy Policy for additional information.

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.