Customer Support Team Lead

About Dot Compliance

Dot Compliance is a leading SaaS provider specializing in Quality and Compliance management solutions tailored for the life sciences sector, including pharmaceutical, biotechnology, and medical device industries. Built on Salesforce’s innovative cloud platform, Dot Compliance aims to revolutionize how quality and compliance-regulated workflows are managed.

Role Overview

The Customer Support Team Lead will oversee the daily activities of the North America customer support unit, ensuring consistent and smooth service delivery. This leadership role involves coaching Customer Support Engineers, managing escalated cases, and collaborating across departments to uphold service level agreements and customer satisfaction as the global team expands.

Key Responsibilities

• Handle an active caseload as a subject matter expert and serve as the main escalation contact for critical customer concerns within the region.
• Participate in an on-call rotation approximately every 4-6 weeks with US-based colleagues.
• Provide leadership and mentorship to a small team, including regular one-on-one meetings and coaching sessions.
• Manage onboarding and training initiatives to promote consistent team performance and growth.
• Monitor daily support queues, ensure compliance with SLAs, drive key performance indicators such as CSAT and response times, and maintain the Knowledge Base.
• Work closely with Regional Support, Customer Success, Professional Services, and Product teams to escalate and resolve customer or product issues efficiently.

Experience and Skill Requirements

• Minimum of five years’ experience in customer support within SaaS or enterprise software environments.
• At least two years in team leadership or informal supervisory roles in support settings.
• Experience with Salesforce administration or other highly adaptable software platforms.
• Proven capability to balance an active support caseload while supporting team operations and improving performance.
• Strong analytical abilities with familiarity in support tools such as Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
• Excellent communication skills for proactive engagement and interdepartmental collaboration.
• Preferred familiarity with AI-driven support technologies, knowledge management, and proactive support frameworks.
• Bachelor’s degree or equivalent in Technology, Business, Management, or related fields is preferred.

Employee Benefits

• 401(k) retirement plan with company matching contributions.
• Paid parental leave policy.
• Comprehensive health, dental, and vision insurance coverage.
• Monthly stipends to cover internet and mobile phone expenses.
• Flexible paid time off and a remote-first work culture.
• Access to professional development resources and leadership training programs.