Customer Support Team Lead

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 ActivitiesManage 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 ManagementLead, mentor, and develop a small team, conducting regular one-on-ones and coachingManage onboarding, and training programs to support team growth and operational consistency.
• Operational ExcellenceOversee 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 CollaborationCollaborate with Regional Support, Customer Success, Professional Services, and Product to ensure seamless case handling and timely resolution of cross-functional issues.