Manager, Product Support

The Manager, Product Support role at Fieldguide will oversee the generalist product support team, reporting to the Head of Support. This position is ideal for someone with 5+ years in customer, product, or technical support, including 2+ years managing a team, preferably within an enterprise SaaS company.

About the Role

Fieldguide is a remote-first company based in San Francisco, focused on enhancing trust in global commerce and capital markets through AI-powered software for assurance and audit practitioners. The generalist product support team serves as the front door for Fieldguide, handling support for over 50% of the top-100 CPA firms, including several Big 4 firms.

The team currently operates within a 12-hour weekday window but aims to expand to 24-hour weekday coverage across the US, London, and Seoul within the next twelve months.

This role requires someone comfortable working 10-7pm Eastern Time.

What You’ll Do:

• Own the team's numbers. Ensure adherence to first response time, median time to close, volume, and SLA standards. Monitor daily performance, identify bottlenecks, and coach rather than merely report.

• Build the 24-hour coverage model. Transition from a 12-hour weekday window to 24-hour weekday coverage within the first year. Design shifts, calculate staffing needs, and develop a hiring plan across regions in collaboration with the Head of Support.

• Stand up quality assurance from scratch. Develop a formal QA process for support tickets, reviewing ticket handling, documentation quality, and internal notes. Use findings to coach the team and implement process improvements.

• Raise the quality of escalations. Define and enforce escalation paths into product verticals and support engineering. Ensure escalations are complete, scoped, and reproducible to protect senior and engineering capacity with clear runbooks and escalation gates.

• Own the follow-the-sun handoff. Address the current gap in ticket handoffs between shifts, ensuring open tickets are transferred to an online specialist rather than remaining with an offline one.

• Coach and grow the team. Oversee hiring, onboarding, and daily development for the generalist group. Create career pathing to guide junior specialists toward senior roles, product verticals, or support engineering.

• Hire across time zones. Collaborate with recruiting to hire specialists in London, Seoul, and the US, ensuring rapid productivity in a distributed team.

• Advocate for the customer inside EPD. Bring patterns from the support queue into roadmap discussions, ensuring recurring pain points are addressed and fixed rather than repeatedly answered.

• Stay hands-on. Continue working tickets and handling escalations when necessary. This is a working manager role, not a purely administrative one.

What You Are:

• 5+ years in customer, product, or technical support, with 2+ years managing a team, ideally within an enterprise SaaS company. Experience carrying a queue and coaching others to do the same.

• Managed a distributed team across time zones, designed or run a shift model, and understand the impact of handoffs, coverage gaps, and time zone isolation.

• Build processes where none exist, such as QA rubrics, escalation runbooks, and onboarding paths. Comfortable being the first to document and implement these processes.

• Fluent in the data, including first response time, time to close, backlog, CSAT, and SLA adherence. Able to analyze trends and take action based on insights.

• Hands-on experience in a high-growth startup, with strong communication and problem-solving skills. Focus on assisting and advising customers through complex issues.

• Team player and mission-first, joining a hard-working team that values deep trust and collaboration.

• Bias towards action, taking ownership of projects end-to-end and completing them with minimal oversight.

Nice to have: Experience supporting audit, accounting, or professional services firms; familiarity with tools like Intercom, Shortcut, Jira, and Metabase; experience hiring in the UK or APAC; experience deploying AI-assisted triage in a support queue.