Technical Customer Support Team Lead

Job summary

Manage day-to-day operations of the North America customer support team while serving as a primary escalation point for critical issues. Drive operational excellence by coaching team members, monitoring KPIs, and collaborating with cross-functional departments to ensure service level adherence.

Job details

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. Ability to work East Coast (EST) hours is required to ensure coverage during the team’s core working hours. 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 A+ if you meet these requirements null

What you’ll do

Manage day-to-day operations of the North America customer support team while serving as a primary escalation point for critical issues. Drive operational excellence by coaching team members, monitoring KPIs, and collaborating with cross-functional departments to ensure service level adherence.

Requirements

Requires 5+ years of experience in SaaS customer support and 2+ years of team management or leadership experience. Candidates must have hands-on experience with Salesforce administration and enterprise authentication protocols like SSO and MFA.

Benefits

• 401(k) plan with company match
• Paid parental leave
• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Monthly internet and mobile phone stipend
• Flexible PTO
• Remote-first work environment
• Professional development
• Leadership training

Listed skills

• Customer support · Preferred
• Team Leadership · Preferred
• Troubleshooting · Preferred
• Cross-Functional Collaboration · Preferred
• Operational Excellence · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer support
• Team leadership
• SaaS
• Salesforce administration
• Troubleshooting
• SSO
• MFA
• Access management
• Zendesk
• Salesforce Service Cloud
• Intercom
• Freshdesk
• Knowledge management
• Proactive support
• Cross-functional collaboration
• Operational excellence
• Authentications
• Communication
• Key Performance Indicators (KPIs)
• Management
• Operations
• Software As A Service (SaaS)
• Troubleshooting (Problem Solving)
• Operational Excellence
• Training And Development
• Leadership
• Innovation
• Team Management
• Team Leadership
• Artificial Intelligence
• Analytical Skills
• Pharmaceuticals
• Coaching
• Customer Success Management
• Cross-Functional Collaboration
• Salesforce
• Enterprise Application Software
• Cloud Computing
• Leadership Development
• Employee Onboarding
• Medical Devices
• Customer Support
• Knowledge Management
• Biotechnology
• Single Sign-On (SSO)
• Computer Security Awareness Training
• Compliance Management

Job areas

• Customer Service & Support
• Management & Leadership
• Software
• Technology
• Healthcare
• Customer Support Team Lead
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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