Support Lead, West

About Time Doctor

Time Doctor is a productivity analytics platform used by thousands of companies worldwide to measure, understand, and improve how work gets done. With 150+ team members across 45+ countries, we’re a fully remote, async-first, and deeply global team.

Why Join Us

🌍 100% remote and async-first

🚀 Mission-driven company shaping the future of work

💪 Strong product-market fit with tens of thousands of users (and growing)

🤝 Collaborative, humble, high-performing team

🌴 Competitive pay + PTO

The Role

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

• Champion an AI-First approach by using AI tools in daily support work, speeding up investigations, and identifying automation opportunities that cut manual effort and improve accuracy and customer experience.

• 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.