Director of Customer Support

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, we are empowering companies around the world to lead with environmental, health, and safety excellence. We are looking for a Director of Customer Support to own and elevate our global support operations, setting the standard for how we serve, solve, and scale customer needs across regions and products. This is more than a director-level role. It is 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 work with this role open to fully remote candidates located in the Eastern Time Zone.

• 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 scale by standardizing 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 agent by solving cross-functional blockers and building trust with 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 team, encouraging curiosity and hands-on experimentation (bonus if you ve 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.

• 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 Service Now, Freshdesk, Salesforce Service Cloud).
• Track record of driving organizational change, influencing cross-functional teams, and championing customer-first thinking.
• Strong operational and people leadership able 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.

• 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.

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

Pay Transparency: The anticipated base salary…