iTero Senior Technical Support & Onboarding Supervisor

Department: Customer Support

Employment Type: Full Time

Location: EMEA-France

Description

This role is ideal for a people-focused leader with a technical mindset, strong analytical skills, and a passion for delivering exceptional customer support. As the iTero Technical Support & Onboarding Supervisor, you will oversee a high-performing team that supports dental professionals through onboarding and technical assistance. You will drive team performance, manage day-to-day operations, and contribute to long-term process improvements. Your leadership will help build a culture of ownership, accountability, and customer-first thinking while ensuring alignment with key performance targets and service standards.

Role expectations

• Manage the daily operations of the iTero Technical Support & Onboarding team, including task allocation, shift scheduling, and capacity planning.
• Oversee SLA adherence and drive KPI performance related to ticket response, call handling, and customer satisfaction.
• Provide hands-on coaching, training, and support to team members, with a focus on performance, engagement, and professional growth.
• Act as a point of contact for escalations, ensuring timely and effective issue resolution in collaboration with internal stakeholders.
• Foster a team culture based on accountability, ownership, and a strong customer focus.
• Lead training efforts, including onboarding of new hires and development of role-specific training modules.
• Support standardization across the EMEA iTero and Customer Success teams by reviewing and maintaining processes, documentation, and training materials.
• Proactively collect feedback and use data insights to identify areas for improvement and implement operational enhancements.
• Participate in improvement projects, including product testing, system updates, and cross-functional collaboration to enhance the customer experience.
• Effectively communicate technical issues to non-technical users and customers.

What we're looking for

• Bachelor's degree required.
• 1-3 years of experience in a customer support or onboarding role, with previous team leadership experience.
• Strong interpersonal skills and the ability to motivate, engage, and coach team members.
• Excellent verbal and written communication skills in French and English.
• Analytical mindset with the ability to monitor and act on team KPIs and performance trends.
• Proactive, hands-on approach with strong problem-solving abilities.
• Experience working in a Windows environment with business applications such as Word, Excel, and CRM systems.
• Experience with Salesforce.com and/or SAP is highly desirable.
• Willingness to work rotating shifts if required.
• A positive, adaptable team player who thrives in a fast-paced, customer-centric environment.