Customer Support Team Lead

Description 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 informal leadership roles within a Support organization. Experience with Salesforce administration or highly customizable softwares 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. 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