Customer Support Manager

About 3E:We are a mission-driven company with the purpose to enable a safer, more sustainable world! 3E provides a comprehensive suite of data, analytics, and software solutions for enabling and improving workplace & chemical safety, product stewardship, supply chain management and sustainability. With over 35 years of experience, and 15 locations across North America, Europe, and Asia, 3E helps more than 5,000 customers in various sectors to achieve safety, sustainability, and speed to market.
Are you ready to shape the future? Come join us! 
About the Role:We are looking for a Customer Support Manager to lead our U.S. Helpdesk team and ensure our customers receive a world-class support experience. 
This is a fantastic opportunity to join a fast-growing, high-impact team where you’ll mentor and develop support professionals, optimize processes, and drive customer satisfaction and loyalty. If you’re passionate about delivering exceptional service, improving support operations, and leading teams to success, we’d love to hear from you! 
Location Requirement: This role is hybrid, and candidates must be located within a 2-hour drive of our Canton, OH office. While remote work is supported, you’ll need to be available for in-office collaboration at least once per quarter. 

What You'll Do

• Lead and manage the day-to-day operations of our U.S. customer support team 
• Oversee and enhance the customer support experience, ensuring high satisfaction and retention 
• Monitor KPIs, success metrics, and customer health assessments to drive improvements 
• Act as the escalation point for critical support issues, ensuring timely resolution 
• Optimize processes and implement technology improvements to enhance team efficiency 
• Collaborate with cross-functional teams (Product, Marketing, Sales) to improve customer adoption and satisfaction 
• Provide coaching, mentorship, and leadership to help team members grow 
• Stay up to date on industry trends and best practices to drive innovation in customer support 

What Makes You a Great Fit

• 4+ years of customer service experience, including at least 2+ years in customer support leadership 
• Proven ability to develop high-performing teams, drive efficiency, and enhance customer experience 
• Strong experience with support management best practices, ticketing systems (Zendesk, Jira. ServiceDesk, Fresh Service), and remote workforce management 
• Exceptional communication, problem-solving, and critical-thinking skills 
• Ability to analyze and optimize processes to improve service levels and customer outcomes 
• Technical proficiency with API troubleshooting, web services, and case management systems 

Bonus Points For: 
• Experience in Chemical Workplace Safety, Product Stewardship, or Sustainable Supply Chain Management 
• Knowledge of software development cycles, Agile project management, and collaboration with Product & Marketing teams 
• Understanding of SAP ABAP, Identity Provider SSO (OKTA, Azure, Ping), MFA, and SQL databases 

Pay Transparency:The anticipated salary range for this position is $70,000-$80,000 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 insuranceLife insurance and disability coverageGenerous PTO accrual and paid parental leave401(k) plan with company matchingEmployee assistance programVoluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
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 recruiting@hr.3eco.com
Visit us at https://www.3eco.com/ 
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