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 creative 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 elevate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.

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📌 Technical Customer Support Team Lead (Winnipeg)
🏢 Dot Compliance
📍 Winnipeg