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Fieldguide is building AI-augmented software for audit and assurance practitioners, establishing trust in global commerce and capital markets. The company has raised over $125M from top-tier investors including Goldman Sachs, Bessemer Venture Partners, and Y Combinator, and counts more than 50% of the top-100 CPA firms as customers.
You will manage Fieldguide's generalist product support team, reporting to the Head of Support. This is a hands-on manager role where you will own team performance metrics, build a 24-hour distributed coverage model across US, London, and Seoul time zones, and establish quality assurance processes from the ground up.
Key responsibilities include:
- Owning team metrics: first response time, median time to close, volume, and SLA adherence. Coach team members on performance daily rather than simply reporting numbers.
- Building the 24-hour coverage model: transition from current 12-hour weekday window to 24-hour weekday coverage within 12 months. Own shift design, staffing calculations, and regional hiring plans in partnership with the Head of Support.
- Establishing quality assurance: design and implement a formal QA process for support tickets, including ticket handling reviews, documentation quality checks, and coaching based on findings.
- Improving escalations: define clear escalation paths from generalist support to product verticals and support engineering. Ensure escalations are complete, scoped, and reproducible to protect engineering capacity.
- Owning follow-the-sun handoffs: ensure open tickets move to online specialists rather than sitting with sleeping team members. Address this current gap end-to-end.
- Coaching and career development: hire, onboard, and develop the generalist support team. Build career paths showing progression from junior specialist to senior, product vertical specialist, or support engineering.
- Hiring across time zones: partner with recruiting to bring on specialists in London, Seoul, and the US, and accelerate their productivity in a distributed environment.
- Customer advocacy: bring support queue patterns into product roadmap conversations to ensure recurring pain points are fixed rather than repeatedly answered.
- Hands-on contribution: continue working tickets and taking escalations when queue volume requires it. This is a working manager role.
The role requires working 10pm-7am Eastern Time to overlap with international teams.
REQUIREMENTS:
- 5+ years in customer, product, or technical support
- 2+ years managing a team, ideally in enterprise SaaS. Must have carried a support queue yourself and coached others through doing so.
- Experience managing distributed teams across time zones. Must have designed or run a shift model and understand handoffs, coverage gaps, and time zone isolation impacts.
- Ability to build processes from scratch: QA rubrics, escalation runbooks, onboarding paths.
- Fluency with support metrics: first response time, time to close, backlog, CSAT, SLA adherence. Can pull numbers, spot trends, and articulate action plans.
- Hands-on experience in high-growth startups. Strong communication and problem-solving skills essential.
- Team player with mission-first mindset. Must fit a culture of deep trust and hard work.
- Bias toward action: take ownership end-to-end with minimal direction.
Nice to have: experience supporting audit, accounting, or professional services firms; familiarity with Intercom, Shortcut, Jira, or Metabase; experience hiring in UK or APAC; experience deploying AI-assisted triage in support queues.
