First seen by our source: 26 days ago
Technical Customer Support Team Lead
@ Dot Compliance
Montréal, Quebec
Overview
Dot Compliance is hiring a Technical Customer Support Team Lead to manage day-to-day operations of its North America support team, coach Customer Support Engineers, and carry an active caseload as the escalation point. The role requires 5+ years of SaaS or enterprise support experience, 2+ years of leadership, and Salesforce administration experience. It is full-time, remote-first, requires East Coast (EST) hours and an on-call rotation every 4-6 weeks.
Responsibilities:
- Manage North America support team operations and SLA adherence
- Coach, mentor and develop Customer Support Engineers
- Handle escalated product issues as primary escalation point
- Participate in on-call rotation every 4-6 weeks
- Collaborate with Product, Customer Success and Professional Services
Requirements summary:
- 5+ years SaaS or enterprise customer support experience
- 2+ years leading a support team or informal leadership
- Required Salesforce administration or customizable software experience
- Enterprise authentication troubleshooting (SSO, MFA)
- Ability to work East Coast (EST) hours
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · comeet
- Employer posting date
- Not provided
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-11-06
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Customer service |
| Experience | 5+ years |
| Management experience | 2+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Schedule | day |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | Bachelor’s degree (preferred) |
| Fields of study | Technology, Business, Management |
| Perks mentioned | Generous paid time off, Flexible hours, Generous parental leave, Retirement plan, Paid training, Home office allowance |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Dot Compliance
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
AI-Powered eQMS for Life Sciences Quality Management
Full company description
Dot Compliance offers an AI-powered, Salesforce-native eQMS featuring the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues. This vertical AI enables faster, more proactive quality and compliance by empowering data-driven decision-making across life sciences organizations.
- LinkedIn followers
- 22,813
- People associated on LinkedIn
- 235
- Reported office locations
- 2375 E Camelback Rd, Suite 600, Phoenix, Arizona 85016, US
- 2 Oppenheimer St, Rehovot, Israel 7670102, IL
- 30 Old Bailey, London, England EC4M 7AU, GB
- Business categories
- Compliance
- Information Technology
- Medical Device
- Cloud Management
- Life Science
- Pharmaceutical
- Other recorded names
- Dot Compliance
- Specialties
- Compliance
- 21 CFR Part 11
- Quality Processes
- SQM
- Supplier Quality Management
- Document Management
- CAPA
- Deviation
- Adverse Event
- Complaint
- Regulatory Affairs and Registration
- Training
- Pharmaceutical
- Medical Device
- Cloud
- Change Control
- ECO
- Validation
- Quality Management
- Quality Management System
- Regulatory Compliance
- Risk Management
- FDA 510(k)
- Document Control
- QMS software
- ISO 13485
- ISO 14971
- FDA 21 CFR Part 820
- FDA 21 CFR Part 11
- and Quality System Regulations
- Profile identifies a recruitment agency
- No
- Reported total investment
- 50,500,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Dot Compliance offers an AI-powered, Salesforce-native eQMS featuring the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues. This vertical AI enables faster, more proactive quality and compliance by empowering data-driven decision-making across life sciences organizations.
| Field | Value |
|---|---|
| Industry | Software Development |
| Company size | 201-500 employees |
| Headquarters | Phoenix, Arizona |
| Organization type | Privately Held |
| Year founded | 2015 |
| Specialties | Compliance21 CFR Part 11Quality ProcessesSQMSupplier Quality ManagementDocument ManagementCAPADeviationAdverse EventComplaint |
| Open jobs on Jobsy | 3 |
| View page |
Description
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 innovative 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 escalate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.
Requirements
- 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.
- Ability to work East Coast (EST) hours is required to ensure coverage during the team’s core working hours.
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
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