Manager, Product Support

Fieldguide is establishing a new state of trust for global commerce and capital markets. We enhance trust by augmenting the work of assurance and audit practitioners with AI agents. Put simply, we build software for the people who enable trust between businesses.

We are based in San Francisco and built as a remote-first company that lets you do your best work from anywhere. We have raised over $125M in venture funding from top investors including Goldman Sachs, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, Justin Kan, and Elad Gil. More than 50% of the top-100 CPA firms are customers, including several Big 4 firms, with an industry-leading NPS to match.

We value diversity, both in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide's team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture we are building, and we look for teammates who are strong in their own aptitudes and who care deeply about supporting each other's growth.

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.

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• You have managed a distributed team across time zones. You have designed or run a shift model, and you understand what handoffs, coverage gaps, and time zone isolation do to a team if nobody is watching.

• You build a process where none exists. A QA rubric, an escalation runbook, an onboarding path. You are comfortable being the first person to write it down.

• You are fluent in the data. First response time, time to close, backlog, CSAT, SLA adherence. You can pull the numbers, spot the trend, and explain what you are going to do about it.

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

• You are a team player and are mission-first. You are joining a hard-working team that trusts each other deeply. We won't compromise on this.

• Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight.

• Nice to have: 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.