Support Specialist

OnTheClock LLC•Clinton Township, MI

11d•$45,000•Hybrid

About The Position

We’re looking for a Customer Support Specialist to join OnTheClock, a growing SaaS company focused on time tracking, scheduling, and embedded payroll for small and mid-sized businesses. In this role, you’ll be part of a supportive, collaborative team and play a key role in delivering a thoughtful, high-quality customer experience across phone, ticket, and chat channels. At OnTheClock, we’re continuing to expand the tools we offer to help small businesses run better and support their teams with confidence. Our long-term goal is to reach one million users, and our Support team is central to that mission. You’ll work closely with Support, Product, Engineering, Customer Success, and Sales in an environment that values trust, growth, and doing great work together, while benefiting from competitive pay, strong benefits, and clear opportunities to grow your career. This is a hands-on, fast-paced role ideal for someone who enjoys problem-solving, communicating clearly, and taking ownership of their work. As OnTheClock grows, this role offers a clear career path, with opportunities to deepen your expertise, take on expanded responsibilities, and progress into more senior or specialized roles over time within a team that values development, accountability, and long-term growth.

Requirements

One plus year of customer service experience
Passion for problem-solving and helping support OnTheClock’s customer experience
Excellent verbal and written communication skills
Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
Comfortable learning technical concepts and documenting steps to reproduce
Ability to multitask

Nice To Haves

Experience with Salesforce or Zendesk (CRM) style ticketing systems
Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries
De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics

Responsibilities

Provide timely, high-quality support across phone, ticket, and chat channels, meeting service-level expectations while resolving time-tracking and payroll-related questions and issues.
Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.