Customer Support Specialist - SaaS/HR Tech (1-2 yrs. exp. required)

Support Specialist

Reports to: Support Manager

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.

Key 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.

Required Qualifications

• 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

Preferred Skills & Qualifications

• 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

You're wondering, what is OnTheClock?

OnTheClock, founded in 2004, is a Michigan-based SaaS (web-based) software company that provides real-time time tracking, scheduling, and payroll for businesses. Our web-based software and apps provide employers with a simple way to track employee hours, establish work schedules, and pay employees all in one system. OnTheClock has a great culture, and we are looking for like-minded people who can deliver the best service possible to our customers.

What we look for in you

• Positive - whatever it takes attitude
• Analytical - drills down into data and loves technology, data, and spreadsheets
• Growth Mindset - curious and always learning
• Deep Expertise - smarter than us at your craft. We want you to challenge yourself and us.
• Build Up Others - teach others as you work
• Results Focused - ability to achieve and prove results
• Culture Fit - Must fit in here at OTC, in line with our values: https://www.ontheclock.com/meetUs.aspx#our-values
• Be A Doer - always looking for new ways to look at data and make recommendations
• Find us on LinkedIn to understand more about us: https://www.linkedin.com/company/ontheclock-com/?originalSubdomain=es

Why Should You Work Here With Us

• 2023 - 2025 Crain’s Best Places to Work recipient
• Competitive pay
• Flextime
• Hybrid work environment
• 100% paid health insurance
• The kitchen is stocked with drinks and snacks
• Free company lunch every Thursday
• Paid time off
• 9 paid holidays
• $100k life insurance
• 401K matching retirement plan
• Short-term disability
• Long-term disability
• Continuing education is encouraged with $1,000 per year
• Blue Cross dental and vision
• Career growth
• 4.9-star Glassdoor review
• 4.8-star product review

The finer print

• An I-9 form must be completed at hire to confirm work authorization.
• If you require reasonable accommodation to complete this application, contact amanda@ontheclock.com.

Job Type: Full-time

Pay: Up to $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Clinton Township, MI 48038 (Preferred)

Work Location: Hybrid remote in Clinton Township, MI 48038