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Support Lead, West - Remote

Posted 7 weeks ago
Customer Service
Full Time
Worldwide

Overview

As the Support Lead, West at Time Doctor, 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.

In Short

  • Lead and coach a team of technical support specialists.
  • Assist with handling tickets for complex technical issues and customer escalations.
  • Provide guidance on handling customer inquiries through various channels.
  • Monitor performance metrics like First Response Time and Customer Satisfaction.
  • Manage team schedules to ensure 24/7 support commitment.
  • Conduct regular training sessions for the team.
  • Analyze customer-reported issues with the product team.
  • Continuously improve internal support processes.

Requirements

  • 3+ years in customer or technical support within a B2B SaaS company.
  • At least 1 year in a leadership role.
  • Proficiency in service desk software.
  • Strong understanding of SaaS applications.
  • Ability to manage and motivate a support team.
  • Excellent communication skills in English.
  • Self-motivated and able to work independently.
  • Passion for customer success.

Benefits

  • Work from anywhere in a fully remote environment.
  • Be part of a diverse global team.
  • Contribute to modernizing remote work practices.
Time Doctor logo

Time Doctor

Time Doctor is a leading provider of time-tracking and productivity solutions designed for remote teams. With a vision to modernize the way people work, the company aims to be the most trusted application in its field, helping organizations and employees maximize their productivity regardless of location. Time Doctor operates with a diverse global team of over 150 professionals working remotely from more than 40 countries. The company values innovation and is committed to promoting the benefits of remote work, believing that geography should not limit career opportunities. As an equal-opportunity employer, Time Doctor fosters a diverse and inclusive workplace.

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