Customer Success Specialist

Department: Customer Support

Employment Type: Full Time

Location: EMEA-United Kingdom

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.

Key Responsibilities

• 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.

Skills, Knowledge & Expertise

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.