About the role

Role Overview

As a Customer Support Team Lead at Dot Compliance, you will manage the day-to-day operations of the North America customer support team, ensuring customers receive a seamless and consistent experience. You’ll lead operational excellence, coach and develop Customer Support Engineers, and collaborate cross-functionally to meet service levels as the global team scales.

Key Responsibilities

Day-to-Day Support Activities
- Manage an active customer case workload as a product expert
- Serve as the primary escalation point for critical regional issues
- Participate in on-call rotation (once every 4–6 weeks) with other US-based team members
Leadership & Team Management
- Lead, mentor, and develop a small team
- Run regular one-on-ones and provide coaching
- Own onboarding and training to ensure team growth and operational consistency
Operational Excellence
- Oversee queue health and ensure SLA adherence
- Drive and improve KPIs such as CSAT and response times
- Optimize support processes and maintain the Knowledge Base
Cross-Functional Collaboration
- Partner with Regional Support, Customer Success, Professional Services, and Product
- Escalate customer/product issues and ensure timely resolution of cross-functional items

Requirements

5+ years experience in Customer Support for SaaS or enterprise software
2+ years managing teams or informal leadership within a Support organization
Experience with Salesforce administration or highly customizable software
Ability to maintain an active support caseload while driving team operations and performance
Strong analytical skills and experience with support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk)
Excellent communication and cross-functional collaboration

Preferred

Familiarity with AI-powered support tools, knowledge management, and proactive support strategies
Bachelor’s degree or equivalent experience in Technology, Business, Management, or related field

Benefits

401(k) with company match
Paid parental leave
Comprehensive health, dental, and vision insurance
Monthly stipend for internet and mobile phone expenses
Flexible PTO
Remote-first work environment
Professional development and leadership training

About Dot Compliance

Dot Compliance provides cloud quality and compliance management solutions for the life sciences industry, helping pharma, biotech, and medical device organizations manage regulated processes. Its SaaS platform is built on Salesforce.com and focuses on improving how quality and compliance workflows are handled in the cloud.

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