Customer Support Manager
Customer Support Manager
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 70000 - 80000
Vacancy
1 Vacancy
Posted on :
06-04-2025
Job Description
About 3E:
We are a missiondriven 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 5000 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 worldclass support experience.
This is a fantastic opportunity to join a fastgrowing highimpact team where youll mentor and develop support professionals optimize processes and drive customer satisfaction and loyalty. If youre passionate about delivering exceptional service improving support operations and leading teams to success wed love to hear from you!
Location Requirement: This role is hybrid and candidates must be located within a 2hour drive of our Canton OH office. While remote work is supported youll need to be available for inoffice collaboration at least once per quarter.
What Youll Do
- Lead and manage the daytoday 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 crossfunctional 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 2years in customer support leadership
- Proven ability to develop highperforming 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 problemsolving and criticalthinking 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
- 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
Bonus Points For:
Pay Transparency:
The anticipated salary range for this position is $70000$80000 per final offer will depend on several factors including the successful candidates 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 performancebased 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)
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 https://www.3eco/
Follow us at 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 at3Evia 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 ofthe referral or through other means.
Required Experience:
Manager
Employment Type
Full-Time
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