Customer Care Supervisor

About the role

Align Technology, the maker of Invisalign®, is seeking a Customer Care Supervisor for its Costa Rica call center. The role oversees internal call‑center operations, ensuring quality service and operational performance for both internal and external customers.

Key responsibilities

• Supervise semi‑skilled and non‑exempt employees, monitoring daily operations of units or sub‑units.
• Analyze operational processes, establish escalation procedures, and oversee training needs assessments.
• Manage staffing, program training, product knowledge, language/communication training, and overall service requirements.
• Handle contract negotiations, customer account relationship management, and call‑center profit and loss responsibilities.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 2 years of directly related experience in Customer Service.
• Strong interpersonal skills and ability to work cross‑functionally.
• Exceptional problem‑solving, decision‑making, and a positive can‑do attitude.

Required skills

• Proficiency in English.
• Computer literacy with standard software programs such as Excel, Word, Access, and email.