Technical Customer Support Team Lead
New
D
Dot ComplianceLife sciences software
Source API remote eligibility restrictions: CanadaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 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.
- Required Skills
- SaaSZendeskCustomer support
Requirements
- Have 5+ years of experience in Customer Support for SaaS or enterprise software.
- Have 2+ years managing teams or holding informal leadership roles within a Support organization.
- Have experience with Salesforce administration or highly customizable software.
- Have hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.
- Be able to carry an active support caseload while contributing to team operations and performance.
- Have strong analytical skills and experience using support tools such as Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk.
- Demonstrate proactive communication and cross-functional collaboration skills.
- Familiarity with AI-powered support tools, knowledge management, and proactive support strategies is preferred.
- A bachelor's degree or equivalent experience in Technology, Business, Management, or a related field is preferred.
Responsibilities
- Manage an active caseload as a product expert and directly resolve critical regional customer issues as the primary escalation point.
- Participate in the on-call rotation once every 4–6 weeks.
- Lead, mentor, and develop a small team through regular one-on-ones and coaching.
- Manage onboarding and training programs to support team growth and operational consistency.
- Oversee daily queue health and ensure adherence to service-level agreements.
- Drive team KPIs, including CSAT and response times.
- Optimize support processes and maintain the Knowledge Base.
- Collaborate with Regional Support, Customer Success, Professional Services, and Product to escalate issues and support timely resolution.
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