Customer Support Team Lead at Dot Compliance

Elevate your leadership in customer support at Dot Compliance, a pioneer in Quality and Compliance management for the life sciences. This role involves managing a North America team to enhance customer experience and operational efficiency.

As a Customer Support Team Lead, you will oversee daily operations, ensuring excellence in service delivery while mentoring Customer Support Engineers. You'll manage cases directly, driving key performance indicators like Customer Satisfaction (CSAT) and resolution times, all while collaborating with cross-functional teams for seamless case management.

Key Responsibilities:

• Manage an active caseload and serve as an escalation point

• Participate in on-call rotation every 4-6 weeks

• Mentor and develop the customer support team effectively

• Ensure SLA adherence and optimize support processes

• Collaborate with various teams for issue resolution

Requirements:

• Experience in customer support team leadership

• Familiarity with SaaS solutions and cloud technologies

• Strong communication and mentoring skills

• Ability to manage KPIs and support case escalations

• Willingness to participate in on-call rotations

Enhance customer satisfaction and team performance as a Customer Support Team Lead at Dot Compliance.
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