Technical Customer Support Team Lead

🕒 August 25

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Dot Compliance

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

💰 $17.5M Series B on 2024-04

Healthcare • Consulting • Biotechnology

Dot Compliance is an industry leader in developing AI-powered electronic Quality Management Systems (eQMS) tailored for the life sciences sector, including pharmaceutical, biotechnology, and medical device industries. Their platform simplifies and accelerates compliance and quality management processes, enabling organizations to innovate faster while ensuring regulatory adherence. With a focus on efficient document management, change management, and risk management, Dot Compliance utilizes advanced AI technology to provide actionable insights for quality assurance and operational excellence.

📋 Description

• Manage the day-to-day operations of the North America customer support team • Manage an active caseload as a product expert and serve as the primary escalation point for critical regional customer issues • Participate in an on-call rotation once every 4–6 weeks alongside US-based team members • Lead, mentor, and develop a small team through regular one-on-ones and coaching • Manage onboarding and training programs • Oversee daily queue health, SLA adherence, team KPIs, CSAT, and response times • Optimize support processes and maintain the Knowledge Base • Collaborate with Regional Support, Customer Success, Professional Services, and Product to escalate issues and ensure timely resolution

🎯 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