Customer Support Team Lead

Dot Compliance

Customer Support Team Lead managing North American support operations for Dot Compliance’s cloud quality and compliance software. Coaching engineers, resolving escalations, and driving SLA and KPI performance.

Posted 8/22/2026full-timeRemote • 🇨🇦 CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support operations for SaaS or enterprise software, with a focus on team leadership, process optimization, and cross-functional collaboration. Proficient in utilizing support tools and maintaining high service levels while ensuring effective communication and training.

Highest-signal resume keywords

Customer Support ManagementSalesforce AdministrationTeam LeadershipAnalytical SkillsSupport Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportSaaSTeam ManagementTroubleshootingSSOMFAAccess ManagementProcess OptimizationKnowledge ManagementKPI Monitoring

Soft Skills

Proactive CommunicationCross-Functional CollaborationMentoringCoaching

Tools & Technologies

Salesforce Service CloudZendeskIntercomFreshdeskAI-Powered Support Tools

Industry Keywords

Customer SuccessEnterprise SoftwareOnboardingTraining ProgramsQueue HealthSLA AdherenceCSAT

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

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