Support Team Schedule

Being an all-remote company means that we can choose to work when we want. This is absolutely true for CS and it is also a little more complicated for us. We have to coordinate a little more so we can honor our service level agreements (SLAs).

This starts by everyone on the team identifying their ideal working hours. If we have good coverage, we are set! If we have gaps, we work together to figure out a solution.

Schedule

Our schedule is reflected in the working hours set in our calendars.

Team memberLocal hoursUTC hoursPacific hours
Alex9am–5pm6am–2pm
Amber9am–5pm8am–4pm
Ben9am–5pm7am–3pm
Don10am–6pm7am–3pm
Gabe9am–5pm9am–5pm
Jason9am–5pm7am–3pm
Kelvin11am–7pm11am–7pm
Mariam9am–5pm1am–9am
Michael8am–4pm11pm–7am
Quinlan8am-4pm-7am-3pm
Rakesh
Riana9am–5pm6am–2pm
Stompy1pm–9pm2am–10am
Warren9am–5pm9am–5pm
Sarah9am–5pm9am–5pm
Shawnteé8am–4pm6am–2pm
Brielle9am–5pm7am–3pm
Nonso9am–5pm12am–8am
Virginia8am–5pm8am–5pm

We list pacific hours here in support of our contractual SLAs being listed in pacific hours.

We also hold Friday as a team-wide focus day. Friday is our slowest day and we can remain responsive to customers while also granting space for folks to spend time on other things, however they see fit. Working out of a queue can be tiresome and we do this to keep the team engaged and able to continuously grow. On the focus day, it’s up to each person how they spend that time. They can work on their tickets, they can learn something, they can work on a project, they can rest – everyone maintains their own agency in what they decide to do. And if ever it feels hard to do the thing someone wants, bring that to your manager and we can sort it out.

Fridays are covered in 3 time blocks:

Time block (in SLA hours Pacific hours)Person coveringLocal hours for the person coveringUTC hours
2am-7amMariam10am-3pm-
7am-12pmDon10am-3pm-
12pm-5pmKelvin12pm-5pm-

Mariam also covers triage during the first time block. Brielle, Sarah, Shawnteé, and Virginia rotate who covers triage during the rest of the day (reflected each week on the team calendar).

When those covering Friday need time off and/or when those observing the focus day need anyone to fill-in, we follow the guidance written in our rituals.

When new folks join the team, they participate in the Friday focus day until their 90 day milestone, at which time they decide if they would like to shift to a non-Friday focus day and help cover Friday for the rest of the team.

Adjusting the schedule

If an adjustment creates a gap in covering our SLAs, we will figure it out!