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 solid 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 issuesRequirements:
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 preferredMaximize customer satisfaction, operational efficiency, and team development in your leadership role at Dot Compliance.#J-18808-Ljbffr

📌 Customer Support Team Lead At Dot Compliance Brantford
🏢 Bilinguallink
📍 Brantford