Director of Customer Support

• Lead a global, matrixed support organization of ~20 team members, managing 2 direct managers and collaborating across international teams.
• Design and implement support strategies that blend human connection with automation and AI, improving time-to-resolution, self-service, and customer satisfaction.
• 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.

This role empowers companies around the world to lead with environmental, health, and safety excellence by elevating global support operations to create a safer and more sustainable world.

• 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).

The anticipated base salary range for this position is $110,000-$130,000 per year. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity. Our US benefits include health, dental, and vision insurance; life insurance and disability coverage; generous PTO accrual and paid parental leave; 401(k) plan with company matching; employee assistance program; and voluntary supplemental benefits.

3E is a mission-driven company dedicated to creating a safer and more sustainable world by providing award-winning regulatory expertise and cutting-edge technology that integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.