Telework has become a very popular arrangement that has grown rapidly worldwide, most recently due to the COVID-19 pandemic. It is important to deepen our knowledge about the performance of companies and employees in the context of telework because the results of previous studies are contradictory. The present study examines the relationship among telework, job performance, work–life balance (WLB) and family supportive supervisor behaviour (FSSB) in the context of COVID-19. The data ( N = 519), which are collected from large private service companies in Colombia during the COVID-19 pandemic, are analysed using partial least squares structural equation modelling (PLS-SEM). The results do not indicate a correlation between telework and job performance or WLB in the context of the pandemic. However, positive relationships are found between job performance and both FSSB and WLB, and between FSSB and WLB. The findings help us to understand both the importance of WLB and FSSB for teleworkers and the way these factors impact job performance. The present results could help companies design strategies for the implementation of telework after COVID-19.