Customer Support Delivery Director--The Americas

Exciting opportunity leading an international team of Customer Care professionals located in New Jersey and Armenia, Colombia. This is not just a job, but a career opportunity of a life-time. Join 3Shape now.

 3Shape Inc.


Join fast-growing 3Shape and be part of changing the dental industry


Are you interested. . . in leading 3Shape’s effort to grow and develop our Customer Support offerings for North and Latin America? Support your team in delivering world-class Customer Support services for 3Shape customers and partners? Develop yourself and your colleagues to build exciting and rewarding careers?  Then 3Shape offers a unique leadership opportunity as the ‘Director of Customer Support Delivery, Americas’, based in Warren, New Jersey. You will report to the Customer Support Delivery Director located in Denmark, and be part of the Global Customer Support Management Team with the responsibility to provide outstanding technical support services to our customers all over the world. Your primary focus will be to develop and implement operational excellence within the support team and ensure that customers in North and Latin America receive timely and high-quality assistance to their inquiries. You will do this through working closely with our distribution partners in the region, as well as growing and developing our own 3Shape team support staff, based in Armenia, Colombia and Warren, New Jersey.


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.


About the position

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


  • You will lead and manage a growing Customer Support team over 2 locations – Warren, New Jersey, and Armenia, Colombia - to work as a unified team capable of delivering outstanding customer support to all reseller partners in both North and Latin America
  • You will build the necessary knowledge, skills and capabilities within the support team to maintain the highest level of customer service and ensure delivery of customer support services according to agreed KPIs
  • 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 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 work closely with the 3Shape Sales organization to promote focus and dialogue with our resellers on customer support performance
  • You will hold responsibility for the regional support headcount budget
  • You will lead the Office Administration & Facilities function for the 3Shape Colombia office
  • You will work with the global Customer Support management team to build a high performance and efficient global support organization with focus on continuous improvement.


You will be based in the 3Shape Warren, New Jersey office, and can expect up to 50% travel per year. Travel locations include 3Shape Colombia, resellers across the 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.


Minimum Qualifications

  • A bachelor’s degree in science, business or related field from an accredited university 
  • 3 to 5 years as a Customer Support agent, preferably within the technical, healthcare or medical devices industry
  • 5+ years Customer Support management experience that includes demonstrated success in supporting customer support teams through workforce planning, recruiting, onboarding, goal setting, performance management, and developing high performance teams
  • Demonstrated superior international managerial and leadership skills
  • Fluent in English with conversational Spanish or Portuguese
  • Ability to travel up to 50% throughout the US, Latin America and Denmark


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
  • Bilingual in English and Spanish and/or Portuguese


Your development is important to us. The ability to challenge, coach, provide feedback, and support personal development plans are key tools to ensure the development of you and your team.




Application deadline



Warren, New Jersey


Catherine Winter

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.