SaaS Customer Support Lead - Remote, SLA & Growth

Dot Compliance; Arizona; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Paid parental leave

Health, dental, and vision insurance

Internet and mobile phone stipend

Remote-first environment

Flexible PTO

Leadership training

Job summary

Dot Compliance is a cloud Quality and Compliance SaaS provider serving life sciences across North America. We are seeking a Customer Support Team Lead to manage our NA support operations, coach engineers, and partner with Product, Success, and Services to meet SLAs and drive CSAT.

You will handle day-to-day caseloads, mentor a small team, participate in on-call rotations, and help scale our global support as the business grows.

Qualifications

• 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.

Responsibilities

• Day-to-Day Support Activities: manage active caseload and serve as primary escalation point.
• Leadership & Team Management: mentor and develop a small team; onboard and train new members.
• Operational Excellence: monitor queue health, ensure SLAs, drive KPIs, and maintain Knowledge Base.
• Cross-Functional Collaboration: work with Regional Support, Customer Success, Professional Services, and Product to resolve issues.

Skills

Customer support SaaS

Team leadership

Salesforce admin

SSO / MFA

Zendesk / Service Cloud

Intercom / Freshdesk

Education

Bachelor’s degree or equivalent experience

Tools

Zendesk

Salesforce Service Cloud

Intercom

Freshdesk

Job description

Dot Compliance is a cloud Quality and Compliance SaaS provider serving life sciences across North America. We are seeking a Customer Support Team Lead to manage our NA support operations, coach engineers, and partner with Product, Success, and Services to meet SLAs and drive CSAT.

You will handle day-to-day caseloads, mentor a small team, participate in on-call rotations, and help scale our global support as the business grows.