Director of Customer Support
Canton, OH jobs
About 3E:We are a mission-driven company dedicated to creating a safer and more sustainable world!3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority.
Are you ready to help shape the future? Come join us!
About the Role:At 3E, we're empowering companies around the world to lead with environmental, health, and safety excellence.
We're 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's 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. What You'll Do
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.
What Makes You a Great Fit
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).
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.
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.
Who Thrives Here
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 range for this position is $110,000-$130,000 per year. The final offer will depend on several factors, including the successful candidate's skills, depth of work experience, location, and relevant licenses/ qualifications. Each offer is determined based on individual strengths and relevant business considerations.
In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.
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 Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
3E is currently authorized to hire in the following U.S. states:Alabama, Arizona, California, Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.
Disclosures:3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to **********************
Visit us at ********************* Follow us at ******************************************************* Policy and Candidate Privacy Notice
Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.
Auto-ApplyDirector, Product Management, Supply Chain and Sustainability
Canton, OH jobs
About 3E:We are a mission-driven company dedicated to creating a safer and more sustainable world!3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority.
Are you ready to help shape the future? Come join us!
About the Role:As the Director of Product Management for Supply Chain and Sustainability (SC&S), you will act as the bridge between our strategy and its execution. You will report directly to the Managing Director of SC&S and lead a globally distributed team while collaborating closely with engineering, commercial, and operations leaders worldwide.Your role will combine strategic thinking with hands-on involvement in various projects, guiding your team through the entire business lifecycle, from customer and market discovery to launch, adoption, and continuous improvement. You will leverage your credibility in supply chain management, compliance, or sustainability to develop a targeted product strategy and multi-year roadmap.If you are a product leader who enjoys optimizing complex systems, has a passion for AI, and is comfortable transitioning between strategic roadmap discussions and participating in backlog refinement or customer calls, we would love to hear from you. Location: This position supports remote work and should be based near one of our U.S. East Coast office locations: Bethesda, MD, or Canton, OH.What You'll Do
Define the product strategy and multi-year roadmap for 3E Exchange and Supply Chain & Sustainability, focusing on customer needs and growth targets.
Guide your team through the product lifecycle: discovery, validation, building, testing, launching, and iteration, to deliver impactful, high-quality releases on schedule.
Engage with customers to validate ideas and shape roadmap decisions while tracking key outcomes like sales, retention, and satisfaction.
Automate data collection and assessment using AI to reduce manual effort, improve efficiency, and enhance data quality.
Use customer feedback and usage insights to continuously improve AI-powered features, with a focus on transparency, explainability, user trust, and adoption.
Translate insights from customers and internal teams into prioritized roadmap items and clear requirements.
Implement effective product management practices by creating planning rhythms, backlog prioritization, and communication routines for cross-functional alignment.
Collaborate with Engineering to address technical debt, enhance platform reliability, and reduce the bug backlog within the first 6 to 12 months.
Balance innovation and platform maturity by making informed decisions on features and infrastructure investments.
Partner with Commercial, Marketing, and Customer teams to refine product positioning, develop go-to-market strategies, and support product launches.
Track key outcomes, including new sales, net revenue retention, product adoption, and customer satisfaction, using data to refine our direction.
What Makes You a Great Fit
At least 8 years of Product Management experience, ideally with SaaS, data platforms, content delivery, or information services businesses.
Experience scaling products through the full business lifecycle, from concept and market analysis through launch, adoption, and growth.
Experience building or managing AI- or data-driven products that work with complex or unstructured data, ideally in compliance, sustainability, supply chain, or adjacent domains.
A strong customer mindset and an understanding of how to design AI products that are transparent, explainable, and reliable, including comfort collaborating on features like rationale, citations, and confidence indicators.
Domain experience in at least one area: product or material compliance, supply chain, chemicals or manufacturing, or sustainability, ideally within information services or a related industry.
Proven ability to turn customer and stakeholder input into a clear, prioritized roadmap that drives measurable outcomes.
Strong execution skills to drive results, including improving operating rhythms, removing roadblocks, and collaborating effectively with engineering, commercial, and support teams.
Experience writing clear product requirements and project charters that align technical and business stakeholders, and drive platform standardization, technical debt, and quality improvements.
Demonstrated success in hiring, managing, and developing a globally distributed team of Product Managers and/or Product Owners.
Excellent communication and relationship-building skills, with the ability to influence across levels and functions
Located in the Eastern Time Zone (US), with the ability to work with sponsorship in the US
What is in it for you?
Purpose-driven impact: Help companies build safer, more sustainable, and more compliant supply chains. Your work will directly influence how global organizations manage risk, protect people, and reduce environmental impact.
High-growth, high-visibility role: This role sits at the heart of a fast-growing business area with strong executive attention. You'll shape strategy, oversee critical projects, and see your work reflected in company-level outcomes.
Real leadership opportunity: You'll lead and grow a product team, mature how product management operates, and leave a lasting mark on our platform, processes, and culture.
Global, collaborative culture: Work with talented colleagues across the globe, in an environment that rewards transparency, healthy challenge, and One3E collaboration.
Room to learn and grow: We're passionate about feedback, experimentation, and continuous improvement-both in our products and in ourselves. You'll have space to test ideas, evolve your leadership, and expand your scope over time.
Pay Transparency:The anticipated salary range for this position is $130,000-$145,000 per year plus incentives. The final offer will depend on several factors, including the successful candidate's skills, depth of work experience, location, and relevant licenses/ qualifications. Each offer is determined based on individual strengths and relevant business considerations. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.
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 Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
3E is currently authorized to hire in the following U.S. states:Alabama, Arizona, California, Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.
Disclosures:3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to **********************
Visit us at ********************* Follow us at ******************************************************* Policy and Candidate Privacy Notice
Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.
Auto-Apply