Note: The job is a remote job and is open to candidates in USA. Dot Compliance provides cloud Quality and Compliance management solutions for the life science industry. The Technical Customer Support Team Lead will manage the day-to-day operations of the North America customer support team, resolve critical customer issues, coach and develop support engineers, and collaborate cross-functionally to ensure service-level adherence and timely case resolution.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
Company Overview