[Hiring] Manager, Product Support @Fieldguide

Role Description

Our generalist product support team is the front door to Fieldguide for every firm we serve. It is also our largest team, and it is about to be our most distributed. We currently cover a 12-hour weekday window. Within twelve months, we will cover 24 hours a day, five days a week, using local office hours across the US, London, and Seoul rather than working through the night.

We are looking to bring on a Manager, Product Support , reporting to our Head of Support to oversee our generalist product support team. We need someone skilled in coaching and process gaps. You will own ticket quality before escalation, consistent quality assurance, career development for our specialists, and a real follow-the-sun handoff model.

This hire must be comfortable working 10-7pm Eastern Time .

What You’ll Do:

• Own the team's numbers.
• Hold the standard on first response time, median time to close, volume, and SLA adherence.
• Build the 24-hour coverage model.
• Stand up quality assurance from scratch.
• Raise the quality of escalations.
• Own the follow-the-sun handoff.
• Coach and grow the team.
• Hire across time zones.
• Advocate for the customer inside EPD.
• Stay hands on.

Qualifications

• 5+ years in customer, product or technical support.
• At least 2+ years managing a team, ideally within an enterprise SaaS company.
• Experience managing a distributed team across time zones.
• Ability to build a process where none exists.
• Fluency in data related to support metrics.
• Hands-on experience in a high-growth startup.
• Strong communication and problem-solving skills.
• Team player with a mission-first attitude.
• Bias towards action.

Requirements

• Experience supporting audit, accounting, or professional services firms.
• Familiarity with Intercom, Shortcut or Jira, and Metabase.
• Experience hiring in the UK or APAC.
• Experience deploying AI-assisted triage in a support queue.