[Hiring] Customer Support Team Lead @Dot Compliance

Role Description

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.

Qualifications

• 5+ years of experience in Customer Support for SaaS or enterprise software.
• 2+ years managing teams or informal leadership roles within a Support organization.
• Experience with Salesforce administration or highly customizable software.
• 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.