Director of Customer Support

The Director of Customer Support will lead a global, matrixed support organization of ~20 team members, managing 2 direct managers and collaborating across international teams. They will deliver consistency at scale by standardizing service delivery across multiple products and regions to ensure customers experience 3E as one unified company. The role will involve designing and implementing support strategies that blend human connection with automation and AI, improving time-to-resolution, self-service, and customer satisfaction.

The Director will also be a visible, proactive change agent —solving cross-functional blockers by building trust and influencing Product, Engineering, and Commercial teams. Instilling a culture of accountability and action, identifying performance gaps and coaching teams to exceed targets with empathy and ownership. Championing process optimization by leveraging tools like Zendesk and collaborating with the Knowledge Management team to reduce root cause issues. They will drive AI enablement within the support team—encouraging curiosity and hands-on experimentation and establishing and exceeding KPIs including CSAT, NPS, first-response and resolution times, and backlog reduction. Serving as a strategic advisor and voice of the customer , ensuring support insights drive product improvement and customer retention.