技术客户支持团队负责人
Technical Customer Support Team Lead
Dot Compliance 是生命科学行业云质量和合规管理解决方案的领先提供商。Dot 的 SaaS 解决方案基于全球最具创新力的云技术提供商 Salesforce.com。我们是一家年轻且富有创新精神的软件公司，致力于彻底改变制药、生物技术和医疗器械公司在管理其质量和合规流程方面的方式。
职位概述
作为客户支持团队主管，您将负责管理北美客户支持团队的日常运营，确保客户获得无缝且一致的体验。您将负责推动区域运营卓越，指导和培养客户支持工程师，并与跨职能团队协作，确保支持案例符合公司的服务标准。这个职位是为那些希望在我们的全球团队扩展过程中提升领导能力的人士提供的一个重要的下一步发展机会。
主要职责
日常支持工作
- 作为产品专家处理活跃的案件，并作为主要升级点直接解决关键的区域客户问题。
- 参与轮班值班（每4-6周一次），与其他美国团队成员一起工作。
领导与团队管理
- 领导、指导和发展一个小团队，定期进行一对一沟通并提供辅导。
- 管理入职培训和培训计划，以支持团队成长和运营一致性。
运营卓越
· 监督日常案件队列健康状况，确保遵循 SLA，推动团队 KPI（如 CSAT 和响应时间），优化支持流程并维护我们的知识库。
跨职能协作
· 与区域支持、客户成功、专业服务和产品团队合作，升级客户或产品问题，确保案件处理顺畅并及时解决跨职能问题。
要求
- 5年以上 SaaS 或企业软件客户支持经验。
- 2年以上在支持组织中管理团队或担任非正式领导角色的经验。
- 具有 Salesforce 管理或高度可定制软件的经验 – 必须具备。
- 具备处理企业身份验证问题的实际操作经验，包括 SSO、MFA 和访问管理协议。
- 在承担活跃支持案件的同时，能够为团队运营和绩效做出贡献的能力。
- 强大的分析能力，以及使用支持工具（例如 Zendesk、S）的经验
查看英文原文
Description
Dot 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.
Role Overview
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 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.
Key Responsibilities
Day-to-Day Support Activities
- Manage an active caseload as a product expert and serve as the primary escalation point to directly resolve critical regional customer issues.
- Participate in on-call rotation (once every 4-6 weeks) alongside other US-based team members.
Leadership & Team Management
- Lead, mentor, and develop a small team, conducting regular one-on-ones and coaching
- Manage onboarding, and training programs to support team growth and operational consistency.
Operational Excellence
· Oversee daily queue health, ensure SLA adherence, and drive team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge Base.
Cross-Functional Collaboration
· Collaborate 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.
Requirements
- 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.
- Experience with Salesforce administration or highly customizable software – Required.
- Hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.
- Proven ability to carry an active support caseload while contributing to team operations and performance.
- Strong analytical skills and experience using support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).
- Excellent proactive communication and cross-functional collaboration skills.
- Familiarity with AI-powered support tools, knowledge management, and proactive support strategies – Preferred.
- Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field – Preferred.
Benefits:
- 401(k) plan with company match
- Paid parental leave
- Comprehensive health, dental, and vision insurance
- Monthly stipend for internet and mobile phone expenses
- Flexible PTO and remote-first work environment
- Professional development and leadership training
Originally posted on Himalayas