Technical Customer Support Team Lead

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