3E · 2 months ago
Director of Customer Support
United States
Full-time
Remote
Director/Executive
$110K/yr - $130K/yr
10+ years exp3E is a mission-driven company focused on enabling a safer, more sustainable world through data, analytics, and software solutions. The Director of Customer Support will lead global support operations, standardizing service delivery and implementing strategies to enhance customer satisfaction across multiple regions and products.
Environmental EngineeringManufacturingMental HealthSupply Chain Management
Responsibilities
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—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—solving 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 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
Qualification
Required
10+ years of customer support/service operations experience, 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 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
Preferred
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
Benefits
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
Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
Company
3E
3E provides environmental health and safety (EHS) compliance and information management services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Greg Gartland
Chief Executive Officer
Marcus Daley
CTO
Recent News
2025-09-12
Company data provided by crunchbase