Align Technology is a global medical device company that pioneered the invisible orthodontics market with the introduction of the Invisalign system in 1999.  Today, we develop innovative, technology-rich products such as Invisalign aligner treatments, iTero™ intra-oral scanners, and OrthoCAD digital services to help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

Align Technology, Inc., the makers of Invisalign®, is seeking an experienced customer service  manager.This position requires both the ability to lead a team and deliver hands-on support. This includes providing consumer care via all channels including social media. It also involves supporting doctors and their office staff. Experience building a social care organization in healthcare or other regulated industry is highly desired.

Successful candidates must be effective in collaborating with the Marketing, Regulatory, Legal, Sales, Professional Customer Support, and Clinical teams. In addition, the candidate must be able to work closely with external PR and social media agencies. Align is looking for a proactive and inspirational leader who is willing to roll up their sleeves and possesses strong interpersonal and social care skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Serve as customer service expert in building out systems to support Invisalign consumers, dentists, and orthodontists
• Build scripting in collaboration with professional customer service, marketing, legal and regulatory. Be alert to trends and develop new responses or policies in response. Develop call-handling procedures
• Collaborate with internal and external teams to support consumers, dentists, and orthodontists
• Work closely with professional customer care to shape customer service
• Provide social customer care. Work closely with marketing and PR to shape our social media and consumer care presence
• Receive and respond to in-bound consumer communications. Log complaints, adverse events, and inquiries
• Troubleshoot issues end-to-end—working with the consumer and the dentist/orthodontist to resolve situations
• Seek recommendations and implement solutions to better support consumers, dentists, and orthodontists
• Manage a small team of consumer advocates. Serve as escalation point
• Develop and monitor customer support budget for cost control. Maximize activities through training, motivational techniques, and incentive programs and setting personnel policies and standards
• Be responsible for the overall direction, coordination, and evaluation of the group. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Collaborate closely with marketing and public relations to shape Align’s social media presence

        Additional responsibilities:

• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources
• Participate in proactive team efforts to achieve departmental and company goals
• Surface concerns and ideas to consumer and product marketing
• Perform other duties as assigned
• Adapt to changing departmental or job responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven customer service  experience of at least 8 years with significant consumer customer service experience. 4+ years in the healthcare industry. Experience managing social customer care of at least 2 years
• Experience managing people – at least 3 years. Experience building a consumer customer service organization is desired
• Experience balancing hands-on support care work with the management of the team. This individual must be willing to do hands-on support work in addition to serving as the manager
• Consumer and customer focused attitude. Able to diffuse difficult or emotional situations
• Highly proficient in spoken and written English. Efficient and proficient with data entry
• Experienced in working and interacting in social media such as Facebook, Twitter, Google +, Pinterest     
• Self-starter who needs minimal supervision. Possesses the ability to adapt to and shape a rapidly      changing environment
• Strong judgment skills, prioritization and creative problem solving ability. Strong collaboration and teambuilding skills
• Understanding of the importance of brands with the ability to be a brand ambassador

EDUCATION and/or EXPERIENCE

• Experience with customer service  escalations
• Bachelor’s degree or related experience preferred
• Proficiency with SalesForce Service Cloud preferred
• Experience with building a new organization a plus

WORK SCHEDULE / HOURS

Hours will be variable depending on volume and timing of consumer complaints. Some weekend or evening work may be required. The position is required to work the hours specified by the company.

Some international travel for training will be required.

All your information will be kept confidential according to EEO guidelines.