Customer Support Team Lead - Lead & Elevate NA Support

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 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.