Customer Care Area Specialist

Department:
Customer Support

Location:
Canada-CHQ-Ontario-Toronto

Description
This position is ideal for independent and driven individuals to join the Customer Engagement team as a Customer Care Area Specialist, building and nurturing strong relationships with our customers, ensuring they achieve their goals through the successful adoption and utilization of our products and services.

Partnering closely with field Territory Managers (TMs), you will aid in investigating issues, problem solving and identifying solutions in a timely manner, offering valuable insights and support to drive mutual success.

This role requires an individual who is proactive, detail-oriented, and customer-focused, with the ability to navigate technical, billing, and service-related topics while delivering a positive customer experience.

Role expectations

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Serve as the main lead to report out on Canada trends, areas for improvements across all regions and channels, and partner with internal leads to ensure improvement opportunities are captured and accounted for in system / process enhancements.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Identify and report out on trends, top issue categories, Medallia survey results and feedback, and opportunities across channels and all business units.

What We're Looking For
Role expectations

• Bachelor's Degree, preferably in Business Administration.
• 4- 6 years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Required to be bilingual (French/English) with strong communication skills, and ability to explain and navigate matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce).
• Understanding of business goals and how to drive customer success by aligning product usage to those goals.

Complementary skills

• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools.
• Strong presentation skills.

Pay Transparency
If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate's pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.