Director of Customer Support at 3E

Bethesda, Maryland, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Environmental Health and Safety, Sustainability, Software, AnalyticsIndustries

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
Located in the Eastern Time Zone (fully remote candidates welcome)
Nice-to-Haves: 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

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

Skills

Customer Support Leadership

Global Team Management

Service Strategy

Automation

Customer Satisfaction

Cross-Functional Collaboration

Change Management

Matrixed Organization

Performance Metrics

3E

Chemical safety and regulatory compliance solutions

About 3E

3eco.com offers solutions for chemical and workplace safety, helping businesses comply with global regulations. They provide services for collecting and standardizing supplier data and managing Safety Data Sheets (SDS), making compliance easier for clients. Their subscription model gives access to a large database of SDSs and regulatory information, along with 24/7 support. 3eco.com stands out by combining data management with expert insights, enabling organizations to operate safely and sustainably.

Carlsbad, CaliforniaHeadquarters

1988Year Founded

ACQUISITIONCompany Stage

Industrial & Manufacturing, HealthcareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Parental Leave

401(k) Retirement Plan

401(k) Company Match

Mental Health Support

Risks

Integration challenges from multiple acquisitions may affect service quality.

Increased competition could erode 3E's market share.

Strategic shifts from new ownership might disrupt operations or client relationships.

Differentiation

3E offers comprehensive solutions for chemical safety and regulatory compliance.

The company provides a vast database of over 10 million Safety Data Sheets.

3E's acquisition of Toxnot enhances its product compliance and sustainability capabilities.

Upsides

3E's acquisition of Quick-FDS expands its presence in the European market.

Collaboration with Cority significantly enhances 3E's Safety Data Sheet library.

Growing demand for digital compliance solutions boosts 3E's market potential.

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