Technical Customer Support Lead — Ops & Mentorship

Dot Compliance Ltd.; Gisborne; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

Dot Compliance Ltd. is seeking a Customer Support Team Lead to manage the North America support operations from our New Zealand base, ensuring a consistent and high-quality service for enterprise clients using our quality and compliance SaaS.

You will mentor engineers, drive process improvements, and partner with Product and Success teams to resolve issues quickly while maintaining strong CSAT scores. This full-time role offers growth opportunities within a scaling global support function and

Qualifications

• Experience leading a customer support team in a SaaS environment.
• Proven ability to coach and develop engineers.
• Experience managing escalations and driving CSAT improvements.

Responsibilities

• Manage day-to-day regional customer support operations and act as primary escalation point.
• Lead and mentor a small team, conduct one-on-ones and onboarding.
• Oversee queue health, SLA adherence, and KPIs like CSAT and response times.
• Collaborate with Regional Support, Customer Success, Professional Services, and Product.
• Participate in on-call rotation every 4-6 weeks.

Skills

People leadership

Coaching

Customer support

Escalation management

SLA adherence

CSAT focus

Cross-functional collaboration

Job description

Dot Compliance Ltd. is seeking a Customer Support Team Lead to manage the North America support operations from our New Zealand base, ensuring a consistent and high-quality service for enterprise clients using our quality and compliance SaaS.

You will mentor engineers, drive process improvements, and partner with Product and Success teams to resolve issues quickly while maintaining strong CSAT scores. This full-time role offers growth opportunities within a scaling global support function and