Customer Support Delivery Director, APAC

Join fast-growing 3Shape and be part of changing the dental industry
Are you interested in taking a leading role to continue scaling and developing our 3Shape Customer Support offerings for the Asia pacific region? To develop yourself and your colleagues and help us on the journey towards delivering world-class Customer Support services for 3Shape customers and partners? Then 3Shape offers a unique leadership opportunity as ‘Director of Customer Support Delivery, APAC’, based in Shanghai, China

You will report to the Customer Support Delivery Director located in Denmark, and be part of the Global Customer Care Management Team with the responsibility to provide outstanding technical support services to our customers all over the world. Your main focus will be to develop and implement operational excellence within the support team, and ensure that customers in the APAC region receive timely and high-quality assistance to their enquiries. You will do this through working closely with our distribution partners in the region, as well as growing and developing our own 3Shape team of highly competent support staff.

About 3Shape

3Shape is one of the fastest growing companies in the dental industry - despite that we are ~1,300 employees globally. 3Shape specializes in developing 3D scanning and software solutions that enable dental and hearing professionals to treat more people, more effectively and with improved care. The company is referred to as "The Google of the CAD/CAM Industry" and has recently been dubbed the "Apple" of dentistry. 3Shape is privately-owned which enables us to make fast decisions. Our regional office in China and in the APAC region is growing fast and we work with the largest resellers in the world and in the region.

About the position

As ‘Director of Customer Support Delivery, APAC’, your will have the following responsibilities:

  • You will lead and manage a growing Customer Support team over 3 locations – Shanghai, Japan, Australia – to work as a united team capable of delivering outstanding customer support to all distribution partners in the APAC region
  • You will drive continuous quality improvements in 3Shape support services to resellers and customers in the region, and develop the regional support delivery organization to match and anticipate current and future market needs, while working within the boundaries of the 3Shape service model
  • You will build the necessary knowledge, skills and capabilities within the support team to maintain the highest level of customer service
  • You will own the overall customer support experience and ensure delivery of customer support services according to agreed KPIs
  • You will roll out the Support Service Level Agreement to resellers within the region, and ensure that resellers are delivering support services according to the defined standards.
  • You will ensure that resellers in the region are trained and competent to deliver 1st line customer support services.
  • You will hold responsibility for the regional support headcount budget.
  • You will work with the global Customer Care management team to build a high performance and efficient global support organization with focus on continuous improvement.  

You will be based in the 3Shape Shanghai office, and we expect up to 40% travel per year, to visit your support teams in Australia and Japan, resellers across the APAC region, and 3Shape headquarters in Denmark.

If you are motivated by working in an entrepreneurial environment where decisions can be taken fast, learning a lot by making a difference, and being part of a winning team that sets ambitious goals, you may be the person we are searching for.


  • A bachelor’s degree in science, business or related field from an accredited university
  • 5+ years Customer Support management experience, preferably within the technical or healthcare industry
  • Demonstrated success in supporting customer support teams through workforce planning, recruiting, onboarding, goal setting, performance management, and developing high performance teams
  • Excellent international managerial and leadership skills
  • Fluent in English and preferably one other primary language from the region (Korean or Japanese)
  • Experience working with customers in the APAC region, especially Japan and Korea

Additional Preferred Qualifications

  • Master’s Degree in business or technical discipline
  • 2+ years Sales or Account Management experience
  • Experience working in a global, matrixed company

Your development is important to us. Close sparring, coaching, feedback, and personal development plans are key tools to ensure your development.

Application deadline



Shanghai, China


Vickie Wang

Send application

About Us

3Shape is changing dentistry together with dental professionals across the world by developing innovations that provide superior dental care for patients. Our portfolio of 3D scanners and CAD/CAM software solutions for the dental industry includes the multiple award-winning 3Shape TRIOS intraoral scanner, the upcoming 3Shape X1 CBCT scanner, and market leading scanning and design software solutions for dental labs.
Two graduate students founded 3Shape in Denmark’s capital in the year 2000. Today, 3Shape has over 1,200 employees serving customers in over 100 countries from an ever-growing number of 3Shape offices around the world. 3Shape’s products and innovations continue to challenge traditional methods, enabling dental professionals to treat more patients more effectively.

Working at 3Shape

Become part of an international success, financially as well as product wise. As an employee, you have plenty of room to both make a difference and fulfil personal ambitions in a very knowledge intensive and challenging environment.

3Shape Technology

Through the relentless drive for new digital innovation by 3Shape, we claim to be the most extensive and versatile CAD/CAM system on the market.

3Shape - a Global Company

3Shape is headquartered in Copenhagen, with development teams in Denmark as well as in the Ukraine and with a production site in Poland. 3Shape is a global company with presence in Europe, Asia and the Americas.

Our People

Employing and developing the right people is an important key to 3Shape's success. We want to be the best within our business, an ambition which has created a true fighting spirit throughout the company - with lots of commitment and courage, and a professional attitude towards business.