This role is ideal for experienced people leaders ready to take on broader team and strategic responsibilities. As Senior Supervisor, Customer Success for the [insert country/cluster] market, you’ll oversee multiple professionals and/or supervisors, driving performance, consistency, and customer satisfaction across operations. From our [insert city] office, you’ll lead through data-driven decision-making, continuous improvement initiatives, and close cross-functional collaboration, shaping both daily execution and long-term customer success strategy in alignment with Align Technology’s goals.
Role expectations
- Lead and support a team of Customer Success Supervisors and/or Specialists, overseeing performance, engagement, and development across teams.
- Drive continuous improvement by identifying structural gaps and leading initiatives focused on KPI achievement, service quality, and operational efficiency.
- Act as a strategic advisor to your unit and sub-units, using data analysis and situational assessment to guide decision-making and resolve challenges.
- Collaborate with peers and cross-functional stakeholders to streamline processes, share knowledge, and implement scalable solutions.
- Monitor team capacity, workload distribution, and service delivery against SLA targets, ensuring optimal resource planning.
- Provide structured coaching, feedback, and leadership development for both direct and indirect reports, cultivating a culture of ownership and growth.
- Serve as a key escalation point and coordinate with internal departments to resolve complex service or customer issues.
- Support alignment and consistency across the EMEA region by contributing to process documentation, training standardization, and operational governance.
- Frequently interact with functional peer groups, senior management, and subordinate supervisors to align on business strategy and execution.
- Report regularly to the Customer Success Manager and/or General Manager on team performance, key risks, and improvement initiatives.
What we're looking for
- Bachelor's degree required.
- 2–4 years of direct people management experience, preferably in a customer success or service environment.
- Demonstrated experience leading multiple teams or team leads in a fast-paced, customer-facing setting.
- Strong interpersonal skills, with the ability to coach others, manage through influence, and lead cross-functional collaboration.
- Excellent analytical and problem-solving abilities, with a data-driven mindset.
- Fluent in English; Danish proficiency is a plus.
- Comfortable working in Windows-based systems; experience with Salesforce.com and/or SAP is highly desirable.
- Ability to prioritize effectively, make informed decisions within defined procedures, and lead others through change.
- Proven track record of driving measurable improvement in service delivery and customer experience.
- High emotional intelligence, self-motivation, and the ability to mentor and inspire others.
About Align Technology
Your growth and well-being:
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:
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.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
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?
Explore Align's culture here!
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.
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.
Department
Customer Support
Employment Type
Full Time
Location
EMEA-Denmark
Workplace type
Onsite
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