Customer Support Team Lead

Dot Compliance

Remote

5+ years

United States

Full-time

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Skills

Customer Support SaaS Enterprise Software Salesforce Administration Zendesk Salesforce Service Cloud Intercom Freshdesk Team Leadership Coaching KPI Management SLA Management Escalation Management

About the role

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.

Requirements

5+ years of experience in Customer Support for SaaS or enterprise software
2+ years managing teams or informal leadership roles within a Support organization
Experience with Salesforce administration or highly customizable software
Strong analytical skills and experience using support tools (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk)
Bachelor's degree or equivalent experience - preferred

What you'll do

Manage an active caseload as a product expert and primary escalation point
Participate in on-call rotation every 4-6 weeks
Lead, mentor, and develop a small team; conduct one-on-ones and coaching
Manage onboarding and training programs
Oversee daily queue health, SLA adherence, and team KPIs (CSAT, response times)
Collaborate with Regional Support, Customer Success, Professional Services, and Product

Where this was posted

linkedin.com
https://linkedin.com/jobs/view/4447158278