Building a 24/7 Global Customer Support Team
Support teams covering all time zones need carefully placed regional hubs so no shift is impossibly long and every customer gets timely help.
Scheduling Tips
The classic 24/7 model uses three hubs: Americas (SF/Austin), EMEA (London/Dublin), and APAC (Singapore/Sydney).
SF (9 am–5 pm PT) + Dublin (9 am–5 pm IST) + Singapore (9 am–5 pm SGT) achieves near-complete 24-hour coverage with minimal gaps.
The key handoff times are: SF→Dublin at ~9 am GMT, Dublin→Singapore at ~9 am SGT, Singapore→SF at ~9 am PT.
A 30-minute overlap at each handoff is essential — run a brief sync call to pass active tickets.
For smaller teams, consider a "follow-the-sun" model with India (IST, UTC+5:30) as the APAC hub — IST overlaps both Gulf and Southeast Asian business hours.
Use the Color-Coded Planner to Find Your Window
The Timezone Meeting Planner shows a visual 24-hour grid where each hour is color-coded:
Share This With Your Team
Open the Timezone Planner pre-loaded, then use the Share button to copy a link - or shortlist specific slots and share those too.
Open Timezone Meeting Planner →