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

We’re looking for a Senior Customer Support Specialist to join our Customer Experience team in Sofia. This is not a traditional high-volume support role, it’s an opportunity for someone who enjoys solving complex software and customer challenges, working across teams, and helping customers get the most value from a highly configurable platform.

In this role, you’ll act as a key link between customers and internal teams, owning complex issues from investigation through resolution. You’ll partner closely with Product, Engineering, and Customer Success to troubleshoot problems, interpret data and system behavior, and drive meaningful, long-term solutions.

At 3E, we’re looking for someone who puts customers first, takes ownership, and collaborates effectively across teams. You’re adaptable, open to change, and motivated to continuously improve how work gets done, including using tools like AI to work more efficiently and solve problems faster.

Success in this role requires both technical curiosity and strong communication. You’re comfortable digging into how systems work, managing multiple priorities, and handling complex or high-pressure situations with professionalism and care. You enjoy working through challenges that may take time to resolve and collaborating with others to find the best path forward.

You’ll be part of a close-knit and supportive team in Sofia, where knowledge sharing and collaboration are key. This role also offers strong exposure across the business and is a great opportunity to grow your skills in areas like product, systems, and process improvement.

What You'll Do

Provide timely, high-quality support via phone, email, chat, and other channels
Resolve complex technical issues and escalations with a customer-first mindset
Help customers understand and apply platform data and content in their workflows
Investigate data discrepancies, content gaps, and configuration questions
Partner with Product, Engineering, and other teams to resolve issues and improve solutions
Document interactions and ensure clear, consistent communication with customers
Identify recurring issues and recommend improvements to products and processes
Mentor and support junior team members to elevate team performance
Contribute to the development of best practices, knowledge resources, and support processes
Monitor support trends and contribute to continuous improvement initiatives

What Makes You a Great Fit

3–5 years of experience in customer support or a related role, including complex issue resolution, with at least 1 year in a senior or leadership capacity
Fluent in English (written and verbal), with the ability to communicate clearly with global customers
Strong troubleshooting and analytical skills, with the ability to break down and solve complex problems
Experience with ticketing or case management systems (e.g., Zendesk, Jira, or similar)
Experience supporting web-based applications, APIs, or system integrations
Ability to clearly explain technical concepts to both technical and non-technical audiences
Strong communication skills with a professional, customer-focused approach
Experience mentoring or supporting team members
Comfortable working in a fast-paced, evolving environment
Collaborative, proactive, and self-driven, with a strong sense of ownership and curiosity

Nice to Have

Experience troubleshooting APIs or working with web-based applications in a support environment
Familiarity with Agile or software development environments
Experience working with data-driven platforms or interpreting data outputs
Exposure to identity management systems (e.g., Okta, Azure AD), SSO, MFA, or SQL
Background in IT, engineering, or programming
Knowledge of chemical safety, product stewardship, or supply chain sustainability
Experience using AI tools to improve workflows or productivity

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 [email protected]

Visit us at https://www.3eco.com/

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 if 3E hires the candidate because of the referral or through other means.