Support

Customer Support Team Lead

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Location: North America

Commitment: Full time

Are you passionate about technology and customer service? Dot Compliance is seeking
a dedicated and proactive Team Leader to become an integral part of our Support team.
At Dot Compliance, we strive to ensure customer satisfaction and improve the user
experience by providing innovative, cloud-based solutions for the pharma and medical
device industries.
Join us in our mission to help companies manage their quality and compliance
processes electronically and be a part of a growing and dynamic team committed to
excellence.
Our ideal candidate is enthusiastic about exploring new technologies and adept at
organizing information and data. They should be eager to join a growing, dynamic team.
With customer success as our top priority, this role demands a strong technical support
and service-oriented mindset.


Key Responsibilities:

  • Lead and inspire a team of technical support agents to provide outstanding
  • customer service.
  • Track and analyze key performance indicators to drive continuous improvement.
  • Manage escalated customer issues, ensuring timely and effective resolutions.
  • Work with cross-functional teams to identify improvement areas and implement
    solutions.
  • Effectively communicate with senior leaders and executives, articulating
    challenges, proposing solutions, and facilitating idea generation through
    brainstorming sessions.
  • Offer tier 2 technical support to Dot Compliance customers.
  • Diagnose and resolve technical problems and issues.
  • Maintain high levels of customer satisfaction by addressing outstanding issues.
  • Prioritize support cases based on their criticality and urgency.
  • Document technical knowledge and support processes.
  • Cultivate a positive and inclusive team culture that encourages collaboration and
    excellence.

Key Requirements:

  • Demonstrated background in providing technical¬†customer support within a SaaS
    environment.
  • Minimum of 3 years of successful leadership or supervisory experience.
  • Excellent interpersonal and communication skills with a strong focus on customer
    satisfaction and team collaboration.
  • Proficiency in engaging with executives and senior management with clarity,
    conciseness, and strategic thinking.
  • Skilled in analyzing and interpreting data to guide decision-making processes.
  • Demonstrated leadership abilities, including the capacity to inspire and motivate
    a team.
  • Independent learner with the ability to quickly grasp and adapt to new concepts.
  • These are considered assets:
    – A degree from a recognized university or college, especially in information
    systems or other technical fields.
    – Familiarity with Salesforce administration or development.
    – Experience in the life sciences industry.

We thank all candidates that apply, however only those selected for an interview will be
contacted.

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