Description

Director of Customer Support

About 3E:We are a mission-driven company with the purpose to enable a safer, more sustainable world! 3E provides a comprehensive suite of data, analytics, and software solutions for enabling and improving workplace & chemical safety, product stewardship, supply chain management and sustainability. With over 35 years of experience, and 15 locations across North America, Europe, and Asia, 3E helps more than 5,000 customers in various sectors to achieve safety, sustainability, and speed to market.
Are you ready to shape the future? Come join us!
About the Role:At 3E, were empowering companies around the world to lead with environmental, health, and safety excellence.
We're looking for a Director of Customer Support to own and elevate our global support operationssetting the standard for how we serve, solve, and scale customer needs across regions and products.
This is more than a director-level role. It's a high-visibility leadership opportunity to unify and evolve a support ecosystem that spans the U.S., Europe, and APAC, driving measurable results and meaningful change.
We support flexible workwith this role open to fully remote candidates located in the Eastern Time Zone.

What You'll Do

• Lead a global, matrixed support organization of ~20 team members (including full-time employees and contractors), managing 2 direct managers and collaborating across international teams.
• Deliver consistency at scalestandardizing service delivery across multiple products and regions to ensure customers experience 3E as one unified company.
• Design and implement support strategies that blend human connection with automation and AI, improving time-to-resolution, self-service, and customer satisfaction.
• Be a visible, proactive change agentsolving cross-functional blockers by building trust and influencing Product, Engineering, and Commercial teams.
• Instill a culture of accountability and action, identifying performance gaps and coaching teams to exceed targets with empathy and ownership.
• Champion process optimization by leveraging tools like Zendesk and collaborating with the Knowledge Management team to reduce root cause issues.
• Drive AI enablement within the support teamencouraging curiosity and hands-on experimentation (bonus if youve deployed AI agents).
• Establish and exceed KPIs including CSAT, NPS, first-response and resolution times, and backlog reduction.
• Serve as a strategic advisor and voice of the customer, ensuring support insights drive product improvement and customer retention.

What Makes You a Great Fit

• 10+ years of customer support/service operations experience within the SaaS industry, including 5+ years in global leadership roles.
• Experience managing globally distributed teams, including contractors (e.g., APAC, EMEA).
• Proven success leading customer support teams for a SaaS product suite or multiple software products within a complex, fast-paced environment.
• Hands-on experience with Zendesk (or similar platforms like ServiceNow, Freshdesk, Salesforce Service Cloud).
• Track record of driving organizational change, influencing cross-functional teams, and championing customer-first thinking.
• Strong operational and people leadershipable to assess performance, motivate teams, and course-correct as needed.
• Empathetic and emotionally aware leader who communicates clearly, builds strong relationships, and brings out the best in others.

Nice-to-Haves:

• Exposure to EHS, compliance, or regulatory-focused technology.
• Familiarity with AI applications in customer support and enthusiasm for experimenting with new tools.
• ISO or ITIL framework experience.

Who Thrives Here

• A strategic doeryou can zoom out to set vision but also roll up your sleeves to build systems that scale.
• A change leaderyou bring others with you, rallying teams through ambiguity and unlocking action across silos.
• A tenacious problem-solverwhen someone says we cant, you say what if we...?
• A people-first leaderyou manage with empathy, clarity, and accountability.
• A cross-functional connectoryoure at ease partnering with Product, Engineering, and Customer Success to drive results.

Pay Transparency:The anticipated base salary range for this position is $110,000-$130,000 per year. The final offer will depend on several factors, including the successful candidates skills, depth of work experience, location, and relevant licenses/ qualifications. Each offer is determined based on individual strengths and relevant business considerations.
In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.
Our US Benefits Include:Health, dental, and vision insuranceLife insurance and disability coverageGenerous PTO accrual and paid parental leave401(k) plan with company matchingEmployee assistance programVoluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
Disclosures:3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to recruiting@hr.3eco.com
Visit us at https://www.3eco.com/
Follow us at https://www.linkedin.com/company/3e-safer-world/
Privacy Policy and Candidate Privacy Notice
Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at3Evia email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because ofthe referral or through other means.

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