Customer Support Team Lead

Dot Compliance Ltd; Canada; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

Dot Compliance Ltd in Canada is seeking a Customer Support Team Lead to manage the North America support operations and drive regional excellence. You will coach a small team of Support Engineers, handle escalations, and ensure service levels are met.

As the team scales globally, you will collaborate with Regional Support, Customer Success, Professional Services, and Product to deliver timely resolutions and maintain a robust knowledge base.

Qualifications

• Experience leading a customer support team.
• Ability to manage on-call rotation and escalation.
• Strong collaboration with cross-functional teams.

Responsibilities

• Manage day-to-day operations of the North America customer support team.
• Coach and develop Customer Support Engineers.
• Oversee SLA adherence, CSAT, and knowledge base improvements.
• Collaborate with Product, Customer Success, and Services to resolve issues.

Skills

Leadership

Team management

Customer support

Escalation management

Cross-functional collaboration

Job 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 ActivitiesManage 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 ManagementLead, mentor, and develop a small team, conducting regular one-on-ones and coachingManage onboarding, and training programs to support team growth and operational consistency.
• Operational ExcellenceOversee 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 CollaborationCollaborate with Regional Support, Customer Success, Professional Services, and Product to ensure seamless case handling and timely resolution of cross-functional issues.