Director of Customer Support - Remote

Overview

The Director of Customer Support at 3E will lead and elevate global support operations, setting standards for serving and solving customer needs across various regions and products.

In Short

• Lead a global support organization of ~20 team members.
• Standardize service delivery across multiple products and regions.
• Design and implement support strategies incorporating automation and AI.
• Act as a change agent to solve cross-functional blockers.
• Instill a culture of accountability within the team.
• Champion process optimization using tools like Zendesk.
• Encourage AI enablement and experimentation within the support team.
• Establish and exceed KPIs such as CSAT and NPS.
• Serve as a strategic advisor to drive product improvement.

Requirements

• 10+ years of customer support/service operations experience.
• 5+ years in global leadership roles.
• Experience managing globally distributed teams.
• Proven success leading customer support teams for SaaS products.
• Hands-on experience with Zendesk or similar platforms.
• Track record of driving organizational change and customer-first thinking.
• Strong operational and people leadership skills.
• Empathetic leader with strong communication skills.

Benefits

• Flexible work options including remote opportunities.
• Opportunity to shape the future of customer support.
• Work with a mission-driven company focused on safety and sustainability.
• Collaborate with international teams.
• Lead a diverse and dynamic support organization.