Customer Care Supervisor

About the role

Align Technology, the maker of Invisalign®, is seeking a Customer Care Supervisor for its Costa Rica Belen location. The role leads an internal call centre that supports both internal and external customers with product and service inquiries, ensuring high‑quality service and operational performance.

Key responsibilities

• Oversee daily activities of the call centre, managing workflow and ensuring compliance with program and delivery standards.
• Monitor employee productivity, provide coaching, and set performance goals aligned with company vision.
• Analyze operational processes, establish escalation procedures, and drive service‑delivery improvements.
• Conduct training needs assessments, ensuring staff receive product knowledge, language, and communication training.
• Manage staffing levels, employee development, and performance evaluations.
• Handle contract negotiations, customer account relationships, and call‑centre financial results, including profit and loss responsibility.

Required profile

• Bachelor’s degree in business administration, industrial engineering, or a related field.
• At least 2 years of directly related customer service experience.
• Strong English proficiency.
• Demonstrated leadership and project‑management abilities.

Required skills