what’s it really like doing support in a global team?

[sanddylouise]

I’ve been in local customer support roles for over 6 years now, but I’m really tempted to switch to remote work, especially after a few friends made the leap and never looked back. I’m curious though—what’s it really like doing support in a global team? How do you manage time zones, communication gaps, and just the general feeling of disconnection? I’d love to hear how others make it work.

[kanarycrow12]

Hey, great question. I made the jump to remote customer support about two years ago, and yes, it’s a bit of an adjustment, but totally worth it if you set things up right from the start. One thing that helped me a lot was working asynchronously whenever possible. For example, our team uses detailed internal documentation and recorded updates, which avoids a lot of unnecessary Zoom calls.

Also, be prepared for weird hours at first—when I joined a team with people in Manila, New York, and Warsaw, I was doing some odd 6am and 10pm shifts. Eventually, though, we restructured the schedule to split shifts regionally, which helped with burnout.

And honestly, the key is finding companies that are already built for remote. They’re the ones that respect your time and won’t expect you to be "always on." I found a ton of my favorite leads through this site remote jobs: Remote Design Jobs — super helpful for filtering just fully remote and globally flexible teams.

[morrowine]

Jumping in here—I’ve worked remotely in support since 2019, and you’re right, Melissa, async culture makes or breaks it. Also, I’d say choosing tools that don’t suck is a big part of staying sane. Slack threads, shared docs, even voice notes help keep things moving. It’s not perfect, but it beats a 90-minute commute any day.