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.
What you'll do
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.
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.
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
Nice to have
Familiarity with AI-powered support tools, knowledge management, and proactive support strategies
Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field