Technical Customer Support Team Lead

About this role

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 escalate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.
Requirements

• 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

Originally posted on Himalayas