Senior Customer Support Specialist

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 to work on complex software challenges and help 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 issues from investigation through resolution.

You’ll partner closely with Product, Engineering, and Customer Success to troubleshoot problems, interpret system behavior, and drive meaningful, long-term solutions.

You’ll be part of a close-knit, supportive team in Sofia, with opportunities to build your expertise and gain exposure across areas like product, systems, and process improvement.

We’re looking for someone who puts customers first, takes ownership, and works collaboratively across teams.

You’re adaptable, curious, and motivated to continuously improve how work gets done, including using tools like AI to work more efficiently.

You bring strong technical curiosity and communication skills, and you’re comfortable navigating complex systems, managing multiple priorities, and handling challenging situations with professionalism and care.

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

Full-time

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 Follow us at Privacy Policy 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 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.