Support Lead

Summary

Join Time Doctor's Support team as the Support Lead, West, a fully remote, full-time role overseeing a team of technical support specialists in North and South America. Lead and guide your team in providing exceptional customer service, resolving technical challenges, and optimizing customer experience with our platform. This player-coach role requires hands-on troubleshooting, account setup, training, and integration support. You will monitor key performance metrics like First Response Time (FRT), Resolution Time (RT), and Customer Satisfaction (CSAT). Collaborate with Sales and Customer Success teams for seamless customer experience and escalate complex issues. Continuously improve internal support processes for efficiency and high-quality customer service.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

100% remote work