Dot Compliance

Customer Support

• 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 other 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, and team KPIs such as CSAT and response times
• Optimize support processes and maintain the Knowledge Base
• Collaborate with Regional Support, Customer Success, Professional Services, and Product on escalations and timely cross-functional issue resolution

Customer Support Team Lead