Remote SaaS Support Lead | Coach & Ops Champion

Bilinguallink; Caledon; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) match

Parental leave

Health insurance

Internet stipend

Remote-first

Leadership training

Job summary

Dot Compliance, a leading cloud Quality and Compliance SaaS provider, is seeking a Customer Support Team Lead in North America. You will manage day-to-day operations, serve as the product expert, and act as the primary escalation point for regional issues to uphold service levels.

You will lead a small team, coach and onboard new hires, and collaborate with Product, Success, and Services to ensure timely resolutions and improved CSAT. Remote-first with on-call duties average every few weeks.

Qualifications

• 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 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 support activities and act as the primary escalation point for regional issues.
• Participate in on-call rotation (approx. every 4–6 weeks) with US-based teammates.
• Lead, mentor, and develop a small team; conduct regular one-on-ones and coaching sessions.
• Oversee onboarding and training programs to support team growth and consistency.
• Oversee queue health, SLA adherence, and drive KPIs (CSAT, response times); optimize processes and knowledge base.
• Collaborate with Regional Support, Customer Success, Professional Services, and Product to resolve cross-functional issues.

Skills

Customer support

Leadership

Analytical

Cross-functional collaboration

Communication

SaaS knowledge

Education

Bachelor’s degree or equivalent

Tools

Salesforce Administration

Zendesk

Salesforce Service Cloud

Intercom

Freshdesk

Job description

Dot Compliance, a leading cloud Quality and Compliance SaaS provider, is seeking a Customer Support Team Lead in North America. You will manage day-to-day operations, serve as the product expert, and act as the primary escalation point for regional issues to uphold service levels.

You will lead a small team, coach and onboard new hires, and collaborate with Product, Success, and Services to ensure timely resolutions and improved CSAT. Remote-first with on-call duties average every few weeks.