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We are seeking a results-driven leader to oversee our customer support operations in LATAM.
Job DescriptionThis is an opportunity to shape our customer experience in one of the most dynamic, fast-growing markets in dental technology, with a direct impact on our customers, partners, and business success. As the Customer Experience Manager – LATAM , you will lead a team of analysts and support staff across Latin America to deliver a best-in-class post-sales experience by improving processes, enhancing distributor training, and proactively addressing customer needs.
You will be responsible for designing and executing scalable regional support operations that align with local market expectations, regulations, and time zones. This includes serving as the primary escalation point for complex customer and distributor cases—ensuring timely and effective resolution.
Your mission is to map, document, and optimize the RMA (Return Merchandise Authorization) process, including repair logistics and warranty workflows. You will also oversee critical areas such as ticket resolution time, satisfaction scores, return rates, and cost efficiency.
This role requires excellent leadership and communication skills, with the ability to inspire and develop a multicultural team in a complex regional environment. You must have a customer-obsessed mindset with strong problem-solving, process optimization, and project management skills.
Our ideal candidate has a Bachelor's degree in Business, Engineering, or a related field, with a minimum of 5 years of experience in customer support, technical service, or operations within the medical device, dental, or technology industries. Proven success leading teams in similar environments is essential.
