Description
Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Dot’s SaaS solutions are based on the world’s most innovative cloud technology provider, Salesforce.com. We are a young and innovative software company looking to dramatically change how pharma, biotech, and medical device companies manage their quality and compliance-regulated processes.
Role Overview
As a Customer Support Team Lead, you will manage the day-to-day operations of our North America customer support team, ensuring a seamless and consistent experience for our customers. You will be responsible for driving regional operational excellence, coaching and developing Customer Support Engineers, and collaborating with cross-functional teams to ensure support cases are handled to the organization's service levels. This role is a strong next step for someone looking to grow their leadership as our global team scales.
Key Responsibilities
Day-to-Day Support Activities
- Manage an active caseload as a product expert and serve as the primary escalation point to directly resolve critical regional customer issues.
- Participate in on-call rotation (once every 4-6 weeks) alongside other US-based team members.
Leadership & Team Management
- Lead, mentor, and develop a small team, conducting regular one-on-ones and coaching
- Manage onboarding, and training programs to support team growth and operational consistency.
Operational Excellence
- Oversee daily queue health, ensure SLA adherence, and drive team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge Base.
Cross-Functional Collaboration
- Collaborate with Regional Support, Customer Success, Professional Services, and Product to escalate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.
Requirements
- 5+ years of experience in Customer Support for SaaS or enterprise software.
- 2+ years managing teams or holding informal leadership roles within a Support organization.
- Experience with Salesforce administration or highly customizable software – Required.
- Hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.
- Proven ability to carry an active support caseload while contributing to team operations and performance.
- Strong analytical skills and experience using support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).
- Excellent proactive communication and cross-functional collaboration skills.
- Familiarity with AI-powered support tools, knowledge management, and proactive support strategies – Preferred.
- Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field – Preferred.
Benefits:
- 401(k) plan with company match
- Paid parental leave
- Comprehensive health, dental, and vision insurance
- Monthly stipend for internet and mobile phone expenses
- Flexible PTO and remote-first work environment
- Professional development and leadership training
Requires 5+ years in SaaS or enterprise software customer support, 2+ years managing teams or informal support leadership, Salesforce administration, authentication troubleshooting, and analytical collaboration skills.
Key Responsibilities
- managing caseloads
- coaching engineers
- optimizing processes
Skills & Tools
Salesforce, Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, SSO, MFA, AI-powered support tools
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — Canada
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
- Generous parental leave
About Dot Compliance
A software company providing cloud quality and compliance management solutions for life science organizations. — Industry: Information Technology