Lead remote customer support operations at Dot Compliance, specializing in helping pharma and biotech companies manage compliance processes. Enhance team performance while ensuring customer satisfaction through streamlined support.

As a Customer Support Team Lead, you will oversee daily operations for our North American support team. This role is designed for an experienced individual with a strong background in SaaS customer support and team management. You will be responsible for coaching Customer Support Engineers, driving KPIs, and ensuring operational excellence across support processes.

Key Responsibilities:
• Manage active case resolution as product expert
• Conduct one-on-ones and team mentoring regularly
• Oversee team training programs for consistent growth




• Ensure SLA compliance and optimize support processes
• Collaborate cross-functionally to address customer issues

Requirements:
• 5+ years in Customer Support for SaaS solutions
• 2+ years in leadership roles within support teams
• Experience with Salesforce administration required
• Solid analytical skills using support tools
• Bachelor’s degree or equivalent experience preferred

Maximize customer satisfaction, operational efficiency, and team development in your leadership role at Dot Compliance.
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📌 Customer Support Team Lead at Dot Compliance (Ontario)
🏢 Bilinguallink
📍 Ontario