Remote Technical Customer Support Team Lead

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

Benefits offered by this job

401(k) plan

Paid parental leave

Health, dental, and vision insurance

Internet and mobile stipend

Remote-first work environment

Professional development and training

Job summary

Dot Compliance, a cloud quality and compliance management solutions provider, seeks a Customer Support Team Lead for its North America operations. You will manage day-to-day support activities, coach engineers, ensure SLA adherence, and partner with Product and Success teams to resolve cross-functional issues.

You will lead a small team, oversee onboarding, and drive KPI improvements like CSAT and response times in a remote-first environment across regions.

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 – Preferred.

Responsibilities

• Manage day-to-day operations of the North America customer support team.
• Coach and develop Customer Support Engineers.
• Ensure support cases meet service levels and SLAs.
• Collaborate with Regional Support, Customer Success, Professional Services, and Product to upscale issues.
• Oversee knowledge base and drive process improvements.

Skills

Leadership

CSAT optimization

Problem escalation

Cross-functional

Customer empathy

Active caseload

Education

Bachelor’s degree or equivalent in Technology, Business, Management

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