Customer Success Agent

hace 2 semanas

Greater Madrid Metropolitan Area, España Angel Aligner A tiempo completo

IMPORTANT
: only CVs in
English
will be reviewed and considered for the recruitment process.

Who We Are:

Angel Aligner is a global service provider of clear aligner technology, production, and sales. Since founded in 2003, we have been working on developing high-tech products to bring beautiful smiles and confidence to people around the world.

Over the past 20 years we maintain a productive corporate-academic partnership with many different orthodontists and universities around the world, and our R&D team has made tremendous breakthroughs in many fields, to ensure that Angel Aligner is at the cutting edge of technology and product development. Over 150 patents have been obtained in respect of processing, clear aligners, manufacturing, and 3D printing technology.

Why Angel Aligner ?

With over one million patients treated and over two decades of innovation, we're not just transforming smiles—we're aiming to shape the future of clear aligner therapy. At Angel Aligner,
our customers come first
—our orthodontist clients and their partners are at the heart of everything we do. We anticipate their needs, delivering personalized, effective, and reliable solutions.

About the Role

As a Customer Support Specialist, you will be responsible for managing day-to-day communication with our strategic partners, ensuring a high level of satisfaction and service excellence. As the main point of contact for support-related inquiries, you will handle requests efficiently, resolve issues promptly, and provide training and guidance on tools and processes. This role is key to maintaining strong, trusted relationships with all stakeholders and ensuring a seamless partner experience from start to finish.

Key Responsibilities

· Serve as the primary point of contact for strategic partners, handling inquiries related to orders, products, and account management.

· Deliver exceptional customer service by providing timely, accurate, and empathetic responses to partner needs.

· Manage and track all support cases in the CRM system, ensuring timely resolution according to established SLAs.

· Collaborate with Operations, Clinical, Finance, and Marketing teams to address partner issues and ensure consistent communication.

· Provide onboarding, training, and ongoing guidance to all stakeholders on systems, processes, and best practices.

· Monitor customer satisfaction and escalate recurring or complex issues to the appropriate teams for resolution.

· Collect feedback from partners to identify service improvement opportunities and contribute to continuous enhancement initiatives.

· Support in the preparation of customer satisfaction reports, surveys, and partner business reviews.

· Maintain a professional, proactive, and solution-oriented approach in all interactions.

Requirements

· At least 2 years of experience in customer support, account coordination, or partner management (preferably in healthcare or B2B environments).

· Excellent interpersonal and communication skills with a customer-centric mindset.

· Strong problem-solving and follow-up abilities, with the capacity to manage multiple requests simultaneously.

· Experience with CRM systems (Microsoft Dynamics preferred).

· Fluent in English and Spanish; additional languages are an advantage.

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