Première détection par notre source: le mois dernier
Technical Customer Support Team Lead
@ Dot Compliance
Montréal, Québec
En bref
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.
Responsabilités :
- 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
Résumé des exigences :
- 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
Outils et compétences
Avantages mentionnés
Source et dates
Site carrière / système de candidatures · comeet
- Date publiée par l’employeur
- Non fourni
- Première détection par notre source
- 2026-10-11
- Mise à jour du dossier source
- 2026-11-10
Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.
Détails du poste
| Niveau | Chef d’équipe |
| Domaine | Service à la clientèle |
| Expérience | 5 an(s) et plus |
| Expérience en gestion | 2 an(s) et plus |
| Gestion d’équipe | Oui |
| Heures par semaine | 40 (estimé) |
| Horaire | jour |
| Déplacements | avion : aucun · route : aucun |
| Milieu de travail | Domicile |
| Position | Surtout assis |
| Exigences physiques | physique faible · ordinateur élevé |
| Langues | English |
| Formation | Baccalauréat (préféré) |
| Domaines d’études | Technology, Business, Management |
| Avantages mentionnés | Congés payés généreux, Horaire flexible, Congé parental généreux, Régime de retraite, Formation payée, Allocation de télétravail |
Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.
Dot Compliance
Profil d’entreprise sauvegardé
Renseignements historiques provenant d’un profil The Jobs API sauvegardé (champs LinkedIn/Crunchbase). Ils ne sont pas vérifiés en temps réel; les chiffres peuvent avoir changé. Les valeurs manquantes restent inconnues.
AI-Powered eQMS for Life Sciences Quality Management
Description complète de l’entreprise
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.
- Abonnés LinkedIn
- 22 813
- Personnes associées sur LinkedIn
- 235
- Bureaux déclarés
- 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
- Catégories d’activité
- Compliance
- Information Technology
- Medical Device
- Cloud Management
- Life Science
- Pharmaceutical
- Autres noms enregistrés
- Dot Compliance
- Spécialités
- 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
- Le profil indique une agence de recrutement
- Non
- Investissement total déclaré
- 50 500 000
La devise et la date d’observation ne sont pas fournies; ce n’est ni une valorisation actuelle ni une ronde de financement.
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.
| Champ | Valeur |
|---|---|
| Secteur | Software Development |
| Taille | 201-500 employees |
| Siège social | Phoenix, Arizona |
| Type d’organisation | Privately Held |
| Fondée en | 2015 |
| Spécialités | Compliance21 CFR Part 11Quality ProcessesSQMSupplier Quality ManagementDocument ManagementCAPADeviationAdverse EventComplaint |
| Offres sur Jobsy | 3 |
| Voir la 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
Journal
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