Manager, Product Support

Fieldguide
United States
Workplace: RemoteFull timeUSD 100,000 - 130,000 annuallyFunction: Communications, PR & CommunityExperience: 5+ yearsSkills: ["Coaching","Communication","Problem-solving","Ownership","Teamwork"]

Lead Fieldguide’s generalist product support team as a working manager, owning key service metrics, building quality assurance from scratch, and improving escalation paths into product verticals and support engineering. Design and scale a follow-the-sun coverage model across the US, London, and Seoul, while hiring, onboarding, and coaching specialists. Stay hands-on with tickets and escalations, and turn customer pain into product feedback through Engineering, Product, and Design.

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Fieldguide
Fieldguide
8 hours ago

Manager, Product Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead Fieldguide’s generalist product support team as a working manager, owning key service metrics, building quality assurance from scratch, and improving escalation paths into product verticals and support engineering. Design and scale a follow-the-sun coverage model across the US, London, and Seoul, while hiring, onboarding, and coaching specialists. Stay hands-on with tickets and escalations, and turn customer pain into product feedback through Engineering, Product, and Design.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Own support team metrics including first response time, median time to close, volume, and SLA adherence; coach instead of reporting.
  • •Build and scale the 24-hour coverage model from an initial 12-hour weekday window by designing shifts, staffing, and the hiring plan across regions.
  • •Stand up quality assurance from scratch by reviewing ticket handling, documentation, and internal notes, then converting findings into coaching and process changes.
  • •Improve escalation quality by defining and enforcing escalation paths into product verticals and support engineering with complete, scoped, reproducible escalations.
  • •Own follow-the-sun handoffs end to end, coach and grow specialists, and stay hands-on with tickets and escalations when needed.

Pay and Benefits

Salary: USD 100,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •5+ years in customer, product, or technical support.
  • •2+ years managing a team, ideally in an enterprise SaaS environment, including carrying a queue and coaching others through one.
  • •Experience managing distributed teams across time zones, designing or running shift coverage models, and understanding handoff/coverage gaps.
  • •Ability to build process from scratch, including QA rubrics, escalation runbooks, and onboarding paths.
  • •Data fluency across first response time, time to close, backlog, CSAT, and SLA adherence, with strong communication and problem-solving.
Experience:5+ yearsEnterprise SaaSHigh-growth startupDistributed teamsCustomer supportTechnical support
Skills:CoachingCommunicationProblem-solvingOwnershipTeamwork
Tech Stack:IntercomShortcutJiraMetabase

Company Brief

Fieldguide
Provides an agentic AI platform that automates and manages end-to-end audit, advisory, and compliance engagements for CPA and consulting firms, improving efficiency, margins, and client outcomes.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Revenue: USD 1M to 5M
Growth: Growth Stage Startup
Funding: Series B
Headquarters: San Francisco, United States
Founded: 2020
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor