Technical Customer Support Team Lead

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 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 elevate customer or product issues and to 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