Senior Customer Support Executive

Company DescriptionK Line Europe GmbH is Europe's largest OEM clear aligner manufacturer, headquartered in Düsseldorf, Germany. The company operates two state-of-the-art production halls with an annual capacity to manufacture up to 6 million aligners. As a CE-certified, FDA-approved, and ISO13485-compliant organization, we deliver quality products that are 100% Made in Germany. Our focus on precision and innovation has established us as a trusted leader in the dental industry.Role Description The Customer Support Specialist (English Account) is a full-time Remote role responsible for providing professional support to English-speaking customers via email, chat, and phone.This role involves responding to inquiries, resolving product or order issues, and guiding customers through the clear aligner ordering and usage process. The specialist will document cases in the CRM system, follow up on open tickets, and escalate complex technical or logistics issues as needed.Daily tasks include troubleshooting basic technical problems, coordinating with internal teams such as operations and logistics, and ensuring customer interactions align with company service standards. The role also requires proactively identifying recurring issues, suggesting process improvements, and contributing to a consistent, positive customer experience.Key Responsibilities:Client ManagementBuild and maintain strong, long-term relationships with clientsUnderstand client needs and provide tailored solutionsDrive account growth through upselling, cross-selling, and renewalsProactively resolve client issues in a timely and effective mannerMonitor and report on account performance, KPIs, and client satisfactionTeam LeadershipSupervise and support direct reports with coaching and regular feedbackAllocate tasks effectively and manage team workflowsMonitor team performance and guide continuous improvementIdentify and implement process improvements to enhance efficiency and resultsCollaboration & StrategyCollaborate with internal teams (sales, customer success, operations) to meet client expectationsContribute to the development and execution of account growth strategiesKeep leadership informed of key client updates, challenges, and opportunitiesSupport the delivery of company-wide KPIs and strategic objectivesJob Requirements:Bachelor’s degree in Business Administration, Marketing, or related field3–7 years of experience in client management, account handling, or customer successPrevious experience in customer service, technical support, or healthcare/dental/medical device environments is an advantage.Strong communication and relationship-building skillsProven ability to lead teams and manage multiple prioritiesAnalytical mindset with attention to detailExcellent Interpersonal Skills, with a clear, professional, and empathetic communication style in English (both written and spoken).Strong skills in Customer Support and Customer SatisfactionExperience in Online Support and Customer Service functionsProficiency in handling Technical Support tasksExceptional communication and problem-solving skillsAbility to work effectively in a team with a customer-centric approachPrior experience managing customer relationships in a B2B & B2C environment is an advantageFluency in English is required; additional language skills are beneficial