Technical Support Team Lead - SaaS, Remote-First, Growth

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

Benefits offered by this job

401(k) plan with company match

Paid parental leave

Comprehensive health, dental, and vis​

Monthly stipend for internet and phone

Flexible PTO and remote-first work

Professional development

Job summary

Dot Compliance, a leading provider of cloud Quality and Compliance management for life sciences, seeks a Customer Support Team Lead for its North America region. You will manage daily operations, coach engineers, and ensure top-tier service levels while collaborating with cross-functional teams.

You will oversee on-call rotations, drive KPIs, and maintain knowledge base quality, with a focus on proactive support and scalable processes. EST hours coverage is required in a remote-first environment.

Qualifications

• 5+ years of experience in Customer Support for SaaS or enterprise software.
• 2+ years in team leadership or management within a Support organization.
• Experience with Salesforce administration or highly customizable software – Required.
• Hands-on experience troubleshooting enterprise authentication (SSO, MFA, access management).
• Proven ability to carry an active support caseload while contributing to team operations.

Responsibilities

• Manage day-to-day operations of the North America customer support team.
• Coach and develop Customer Support Engineers; drive regional operational excellence.
• Oversee SLA adherence, CSAT, response times, and knowledge base quality.
• Collaborate with Regional Support, Customer Success, Professional Services, and Product.

Skills

Customer Support leadership

SaaS experience

Salesforce admin

Auth troubleshooting

Support tools

Cross-functional collab

Communication skills

EST hours availability

Education

Bachelor's degree

Tools

Salesforce Admin

Zendesk

Service Cloud

Intercom

Freshdesk

Job description

Dot Compliance, a leading provider of cloud Quality and Compliance management for life sciences, seeks a Customer Support Team Lead for its North America region. You will manage daily operations, coach engineers, and ensure top-tier service levels while collaborating with cross-functional teams.

You will oversee on-call rotations, drive KPIs, and maintain knowledge base quality, with a focus on proactive support and scalable processes. EST hours coverage is required in a remote-first environment.