Director of Customer Support

November 12

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

💵 $110k - $130k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

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3E

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Chemical • Healthcare & Hospitals • Manufacturing

3E is a company that specializes in chemical and workplace safety solutions. They provide a range of services including chemical inventory management, SDS authoring, regulatory compliance tools, and product stewardship. Their focus is on helping organizations meet compliance standards, maintain safety, and enhance sustainability in their operations, particularly in industries dealing with chemicals and materials.

501 - 1000 employees

Founded 1993

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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)