Associate Customer Support

Ready to be the first voice our customers hear — and the reason they trust us with the next question too?

At 3Shape Design Services, every ticket, call, and chat is a chance to make digital dentistry work better for the people who rely on it. We are looking for an Associate Customer Support to join our Customer Support team — someone who is naturally organized, genuinely curious, and energized by helping people find answers. You do not need a background in dental technology to start; you need the drive to learn it fast and the care to make every interaction count.

WHY THIS ROLE

Your entry point into a global support team

This is a front-line role, and that is exactly what makes it a great place to start. You will handle real customer conversations from day one — calls, chats, tickets, and emails — while building the product knowledge and support instincts that open doors to Tier I, Tier II, and beyond. You will work closely with our design teams and Customer Support Team Lead, learning how a global support operation actually runs, and you will see the direct, visible impact of getting the details right.

What you will own:

• Handle inbound and outbound calls and voicemails from customers

• Support Teams channels and designers by addressing questions or issues that come up during the design process

• Respond to chats, tickets, and emails within SLA timelines

• Document every case accurately and keep customer records up to date in our CRM systems

• Provide first-level troubleshooting and escalate issues when needed

• Support administrative tasks on the DSP platform

• Join meetings with key stakeholders to help align on customer needs

• Help create and update customer support content and macros

• Contribute ideas to continuous improvement initiatives in workflows and customer interactions

YOUR PROFILE

Organized. Empathetic. Eager to learn.

You do not need to arrive knowing everything about dental technology — we will teach you that. What we cannot teach is the mindset: you build relationships by genuinely listening, you notice where a process could run smoother, and you take ownership of your tasks without waiting to be asked. You stay structured under pressure, and you bring a positive, solution-oriented attitude to every conversation.

What you bring

• High school diploma or equivalent; additional training in customer service or a related field is a plus

• Ability to build long-term relationships by engaging with users and understanding their needs

• An eye for spotting opportunities to improve efficiency and customer success

• Solid organizational and project management skills

• An analytical mindset, with the ability to document and report issues clearly

• Strong written and verbal communication skills in English (B2 or higher)

• Comfort with support platforms such as CRM systems, Jira, and Microsoft Office

• A proactive, goal-oriented drive and the ability to work independently as part of a strong team

• Prior knowledge of or experience in the dental field is a valuable plus

WHY 3SHAPE

Values you will actually work by

Our five values shape how we work every day, and in Customer Support you will live them constantly: we Stay Customer-Centric by putting the person on the other end of the ticket first, we Champion Team Spirit by supporting designers and colleagues across the globe, and we Take Ownership by seeing issues through to resolution. If you are the kind of person who leans in rather than waits, you will feel at home here.

Ready to be the voice customers trust?

Apply now and tell us about a time you turned a confusing situation into a clear answer for someone.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.

High school diploma or equivalent; strong English communication at B2 or higher; customer relationship, organizational, analytical, documentation, and troubleshooting skills; CRM, Jira, and Microsoft Office experience.

Key Responsibilities

• handling calls
• documenting cases
• troubleshooting issues

Skills & Tools

CRM, Jira, Microsoft Office, Support Teams, DSP

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Full Time
• Workplace: Remote — San José, San José Province, Costa Rica
• Languages: English

About 3Shape

A global provider of 3D scanning and software solutions for dental and hearing professionals. — Industry: Manufacturing