Remote-First: Customer Support Team Lead & Mentor

Dot Compliance; United States; On-site; USD 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

Flexible PTO

Remote-first work environment

Job summary

Dot Compliance is seeking a Customer Support Team Lead for our North America operations. You will manage day-to-day support, act as escalation point, and drive regional excellence while coaching a small team across Salesforce-based tools and customer workflows.

You will oversee queue health, SLA adherence, and KPIs, collaborating with Customer Success, Professional Services, and Product to resolve complex issues and improve the knowledge base. Remote-first, US-centered leadership role.

Qualifications

• 5+ years of experience in SaaS or enterprise customer support.
• 2+ years leading or mentoring a support team.
• Experience with Salesforce administration.
• Hands-on troubleshooting of enterprise authentication (SSO, MFA, access mgmt).
• Proficient with common support tools: Zendesk, Salesforce Service Cloud, Intercom, Freshdesk.
• Strong proactive communication and cross-functional collaboration.
• Bachelor's degree or equivalent in tech/business/management (preferred).

Responsibilities

• Manage active caseload as product expert and serve as primary escalation point.
• Participate in on-call rotation (every 4-6 weeks) in US.
• Lead, mentor, and develop a small team with regular one-on-ones.
• Manage onboarding and training programs for team growth and consistency.
• Oversee queue health, ensure SLA adherence, and drive KPIs (CSAT, response times).
• Collaborate with Regional Support, Customer Success, Professional Services, and Product to resolve multi-team issues.

Skills

Leadership

Customer support expertise

Cross-functional collaboration

Analytical skills

Proactive communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce Admin

Zendesk

Salesforce Service Cloud

Intercom

Freshdesk

Job description

Dot Compliance is seeking a Customer Support Team Lead for our North America operations. You will manage day-to-day support, act as escalation point, and drive regional excellence while coaching a small team across Salesforce-based tools and customer workflows.

You will oversee queue health, SLA adherence, and KPIs, collaborating with Customer Success, Professional Services, and Product to resolve complex issues and improve the knowledge base. Remote-first, US-centered leadership role.