Manager, Product Support

Fieldguide

1d•$100,000 - $130,000•Remote

About The Position

Fieldguide is seeking a Manager, Product Support to oversee their generalist product support team. This role reports to the Head of Support and is crucial for managing a growing, distributed team. The company is remote-first, based in San Francisco, and has secured significant venture funding. Fieldguide values diversity and aims to build a culture that is inclusive, driven, humble, and supportive. The product support team serves as the primary point of contact for Fieldguide's clients and is expanding to cover 24 hours a day, five days a week, with a follow-the-sun model across the US, London, and Seoul. The ideal candidate will be skilled in coaching, process improvement, and managing distributed teams across different time zones.

Requirements

5+ years in customer, product, or technical support.
At least 2+ years managing a team, preferably in an enterprise SaaS company.
Experience managing a distributed team across time zones.
Experience designing or running a shift model.
Proven ability to build processes where none exist (e.g., QA rubrics, escalation runbooks, onboarding paths).
Fluency in support data analysis (first response time, time to close, backlog, CSAT, SLA adherence).
Hands-on experience in a high-growth startup.
Strong communication and problem-solving skills, with a focus on assisting and advising customers through complex issues.
Team player mentality with a mission-first approach.
Bias towards action and ability to take ownership of projects end-to-end with minimal oversight.

Nice To Haves

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

Responsibilities

Own the team's performance metrics, including first response time, median time to close, volume, and SLA adherence.
Develop and implement a 24-hour weekday coverage model, including shift design, staffing, and hiring plans.
Establish a formal quality assurance process for support tickets, reviewing ticket handling, documentation, and internal notes.
Define and enforce escalation paths from generalist support to product verticals and support engineering, ensuring escalations are complete and reproducible.
Own and manage the follow-the-sun handoff process to ensure seamless ticket transfer between specialists across different time zones.
Manage hiring, onboarding, and day-to-day development of the generalist support team.
Build career paths for specialists, outlining progression to senior roles, product verticals, or support engineering.
Partner with recruiting to hire specialists in London, Seoul, and the US, and ensure their rapid productivity.
Act as an advocate for the customer within the Engineering, Product, and Design (EPD) departments, bringing support queue patterns into roadmap discussions.
Remain hands-on by working tickets and handling escalations when necessary, functioning as a working manager.