{"id":2283551,"url":"https://alion.io/job/dot-compliance-technical-customer-support-team-lead-2","title":"Technical Customer Support Team Lead","company":{"id":3900667,"name":"Dot Compliance","domain":"dotcompliance.com","url":"https://alion.io/company/dot-compliance","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":92000,"max_usd":187000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":478},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Intercom","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-11T12:04:35Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-18T09:44:03Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Description\nDot 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.\nRole Overview\nAs 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.\nKey Responsibilities\nDay-to-Day Support Activities\nManage an active caseload as a product expert and serve as the primary escalation point to directly resolve critical regional customer issues.\nParticipate in on-call rotation (once every 4-6 weeks) alongside other US-based team members.\nLeadership & Team Management\nLead, mentor, and develop a small team, conducting regular one-on-ones and coaching\nManage onboarding, and training programs to support team growth and operational consistency.\nOperational Excellence\nOversee daily queue health, ensure SLA adherence, and drive team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge Base.\nCross-Functional Collaboration\nCollaborate 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.\nRequirements\n5+ years of experience in Customer Support for SaaS or enterprise software.\n2+ years managing teams or holding informal leadership roles within a Support organization.\nExperience with Salesforce administration or highly customizable software - Required.\nHands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.\nProven ability to carry an active support caseload while contributing to team operations and performance.\nStrong analytical skills and experience using support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).\nExcellent proactive communication and cross-functional collaboration skills.\nFamiliarity with AI-powered support tools, knowledge management, and proactive support strategies - Preferred.\nBachelor's degree or equivalent experience in Technology, Business, Management, or a related field - Preferred.\nBenefits:\n401(k) plan with company match\nPaid parental leave\nComprehensive health, dental, and vision insurance\nMonthly stipend for internet and mobile phone expenses\nFlexible PTO and remote-first work environment\nProfessional development and leadership training","description_format":"text","description_chars":3072,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Professional development","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Testing, Inspection & Certification"],"lifecycle":[{"event":"open","at":"2026-10-11T12:40:59Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":28,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/dot-compliance-technical-customer-support-team-lead-2","json_url":"https://alion.io/job/dot-compliance-technical-customer-support-team-lead-2.json","meta":{"generated_at":"2026-10-18T10:23:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15396,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3900667},"rest":"https://alion.io/mcp/rest/get_company?id=3900667"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdot-compliance-technical-customer-support-team-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdot-compliance-technical-customer-support-team-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdot-compliance-technical-customer-support-team-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dot-compliance-technical-customer-support-team-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdot-compliance-technical-customer-support-team-lead-2"}]}