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 elevate 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) Experience in application installation in different operating systems. Working knowledge of Active Directory setup and group policies. Experience using AI-powered tools to enhance troubleshooting efficiency, support investigations, and identify opportunities to streamline repetitive or manual support work. Familiarity with MDM solutions for SaaS application deployment. Fluency in Spanish and/or Portuguese is a plus. Preferred Locations 🌍 LATAM Our Hiring Approach 🌍 This is a full-time, 100% remote role. 🤝 Equal opportunity employer — we deeply value diversity and inclusion. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. 🗺️ We hire globally. Depending on your location, you may join as a full-time employee or contractor. Our Talent Attraction team will walk you through all the details during your first interview. About Us Our vision is to become the most trusted productivity and time-tracking platform for remote teams. We help companies and employees do their best work, empowering people to thrive wherever they are. We believe geography shouldn’t limit opportunity — office life is outdated, and flexibility is the future. With 150+ team members across 40+ countries, we’re a diverse, fully remote, and async-first team. We’re looking for innovative, globally minded people who want to help modernize remote work. Learn more about us here: https://people.timedoctor.com #J-18808-Ljbffr