Customer Support Specialist (English Account) Full Time

Company Description K Line Europe GmbH is Europe’s largest OEM clear aligner manufacturer, headquartered in Düsseldorf, Germany. , K Line Europe focuses on innovation, reliability, and scalable solutions for dental and orthodontic partners across Europe.

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 Management

• Build and maintain strong, long-term relationships with clients
• Understand client needs and provide tailored solutions
• Drive account growth through upselling, cross-selling, and renewals
• Proactively resolve client issues in a timely and effective manner
• Monitor and report on account performance, KPIs, and client satisfaction

Team Leadership

• Supervise and support direct reports with coaching and regular feedback
• Allocate tasks effectively and manage team workflows
• Monitor team performance and guide continuous improvement
• Identify and implement process improvements to enhance efficiency and results

Collaboration & Strategy

• Collaborate with internal teams (sales, customer success, operations) to meet client expectations
• Contribute to the development and execution of account growth strategies
• Keep leadership informed of key client updates, challenges, and opportunities
• Support the delivery of company-wide KPIs and strategic objectives

Job Requirements:

• Bachelor’s degree in Business Administration, Marketing, or related field
• 3–7 years of experience in client management, account handling, or customer success
• Previous experience in customer service, technical support, or healthcare/dental/medical device environments is an advantage.
• Strong communication and relationship-building skills
• Proven ability to lead teams and manage multiple priorities
• Analytical mindset with attention to detail
• Excellent Interpersonal Skills, with a clear, professional, and empathetic communication style in English (both written and spoken).
• Fluency in English (spoken and written)