Director of Customer Support

3E • Canton, OH • 1d ago

About 3E:We are a mission-driven company dedicated to creating a safer and more sustainable world!3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority. Are you ready to help 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

Go to Apply

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