Remote Technical Customer Support Team Lead

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 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