Support Lead, West at Time Doctor

Join Us in Helping Remote Teams Work Smarter

At Time Doctor, we empower businesses with actionable insights to improve team productivity and performance. Our Support team is the backbone of our client services operations, being the first line of action when our customers need assistance. As the Support Lead, West, you will oversee a team of technical support specialists, guiding them to provide outstanding service to customers, resolve technical challenges, and optimize their experience with our platform.

This is a fully remote, full-time role supporting our Western Region Support Team members based primarily in North and South America. If you are passionate about leadership, technical problem-solving, and providing an amazing customer experience in a fast-paced SaaS environment, we'd love to meet you.

Position Overview

As the Support Lead, West at Time Doctor, you'll lead and provide guidance to our Western-based technical support team while ensuring that customers receive expert assistance. This “player-coach” role involves hands-on oversight of troubleshooting software issues, account setup, training, and integrations.

As a support team leader, you will be expected to maintain our world-class SaaS standards, focusing on metrics such as First Response Time (FRT), Resolution Time (RT), and Customer Satisfaction (CSAT).

What You’ll Do

• Lead and coach a team of technical support specialists, helping them troubleshoot software, account setup, and integration issues.
• Assist with handling tickets for complex technical issues and/or customer escalations.
• Provide guidance on handling customer inquiries through chat, email, remote sessions, and video calls.
• Monitor and maintain high levels of performance in key areas like First Response Time (FRT), Resolution Time (RT), and Customer Satisfaction (CSAT).
• Manage team schedules and ticket coverage to ensure our 24/7 support commitment
• Collaborate with Sales and Customer Success Managers (CSMs) to ensure a seamless customer experience and escalate complex issues when necessary.
• Conduct regular training sessions to ensure the team is well-versed in best practices, new platform features, and troubleshooting techniques.
• Analyze customer-reported issues and work closely with the product team to resolve bugs and enhance platform functionality.
• Continuously assess and improve internal support processes, ensuring an efficient, high-quality customer experience.

What You Need

• 3+ years of experience in a customer support or technical support role within a B2B SaaS company, with at least 1 year in a leadership or team lead role.
• Proficiency in service desk software (HubSpot, Jira, etc.) and knowledge of support workflows.
• Strong understanding of SaaS applications and troubleshooting methodologies.
• Proven ability to manage, motivate, and guide a team of technical support specialists.
• Ability to analyze and explain complex technical issues to both customers and internal teams.
• Excellent written and verbal communication skills in English.
• Self-motivated with a strong ability to work independently in a remote environment.
• Passion for customer success and improving the overall customer experience.

Technical Skills

• Proficiency in log interpretation and debugging using text editors like Notepad++.
• Experience using browser developer tools for troubleshooting (Console, Network, Service Worker).
• Basic understanding of REST APIs (GET, POST, PUT, DELETE).
• Familiarity with MDM solutions for SaaS application deployment.
• Fluency in Spanish and/or Portuguese is a plus.

Why Join Time Doctor?

At Time Doctor, we’re on a mission to be the most trusted time-tracking and productivity platform for remote teams. We’re redefining how people work, proving that geography should never limit career opportunities.

As part of our 100% remote, globally diverse team, you’ll contribute to our vision of modernizing remote work while enjoying the flexibility to work from anywhere. Learn more about us here.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Us

Our vision is to be the most trusted time-tracking and productivity application for remote teams. We help companies and employees do their best work. We are looking for people passionate about spreading the practice of remote work with all of the benefits that come with it. We believe that office life is antiquated, that geography should not limit your career prospects, and that people should be able to work from wherever they want.

We’re a diverse global team of over 150 people working 100% remotely in over 40 different countries. We’re looking for innovative team members ready to help us modernize remote work. Learn more about us here - https://people.timedoctor.com