Remote Customer Support Team Lead

Bilinguallink; Brantford; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) plan with company match

Paid parental leave

Health, dental, and vision insurance

Internet and mobile stipend

Remote-first work environment

Professional development and training

Job summary

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. We are seeking a Customer Support Team Lead to manage the NA support team, coach engineers, and partner with Product and Services to elevate customer outcomes.

You will own escalation processes, ensure adherence to SLAs, and drive operational excellence while scaling our global support operations.

Qualifications

• 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.
• 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.

Responsibilities

• Manage day-to-day operations of the North America customer support team and ensure a seamless customer experience.
• Serve as primary escalation point and resolve critical regional issues.
• Lead, mentor, and develop a small team with regular coaching and onboarding programs.
• Oversee daily queue health, SLA adherence, and drive team KPIs (CSAT, response times).
• Collaborate with Regional Support, Customer Success, Professional Services, and Product to upscale issues and ensure timely resolution.

Skills

Customer Support

SaaS experience

Team leadership

Salesforce administration

Technical troubleshooting

Analytical skills

Education

Bachelor’s degree or equivalent (tech/business)

Tools

Zendesk

Salesforce Service Cloud

Intercom

Freshdesk

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 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 upscale customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.

• 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.
• 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