Customer Support Team Lead

About Dot Compliance

Dot Compliance specializes in cloud-based Quality and Compliance management software for the life sciences sector, leveraging cutting-edge Salesforce.com technology. We are an innovative company focused on transforming how pharmaceutical, biotechnology, and medical device firms handle regulated quality and compliance tasks.

Role Overview

The Customer Support Team Lead will oversee daily operations of the North American support team, ensuring smooth and consistent customer experiences. This position involves leadership in operational excellence, coaching Customer Support Engineers, and collaborating across departments to meet service level commitments. It is suited for professionals seeking to expand leadership capabilities within a growing global team.

Primary Responsibilities

• Manage an active caseload as a product authority and serve as the main escalation contact to resolve urgent customer issues in the region.
• Participate in the US-based on-call rotation every 4 to 6 weeks.
• Lead and mentor a small team through regular one-on-one meetings and coaching sessions.
• Coordinate onboarding and training initiatives to foster team development and operational consistency.
• Monitor daily support queue health, ensure compliance with SLAs, drive key performance indicators such as CSAT and response times, and maintain the Knowledge Base for support processes.
• Work closely with Regional Support, Customer Success, Professional Services, and Product teams to escalate and resolve complex customer or product challenges rapidly.

Qualifications and Requirements

• Minimum of 5 years' experience in customer support within SaaS or enterprise software environments.
• At least 2 years in leadership or informal team management roles within a support organization.
• Experience with Salesforce administration or similarly customizable software platforms.
• Demonstrated ability to manage active support responsibilities while contributing to team operational performance.
• Strong analytical capabilities and proficiency with support tools such as Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
• Exceptional communication skills for proactive, cross-functional collaboration.
• Familiarity with AI-driven support tools, knowledge management, and proactive support methods is desirable.
• Bachelor's degree or equivalent experience in Technology, Business, Management, or related fields is preferred.

Employee Benefits

• 401(k) retirement plan with employer matching contributions.
• Paid parental leave options.
• Comprehensive health, dental, and vision insurance coverage.
• Monthly allowances to cover internet and mobile phone expenses.
• Flexible paid time off policies and a remote-first work culture.
• Opportunities for professional development and leadership training.