About the RoleOur 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. Know where the team sits every day, know who is behind and why, and coach rather than report.
- Build the 24-hour coverage model. Take us from a 12-hour weekday window to 24-hour weekday coverage in your first twelve months. Own shift design, staffing math, and the hiring plan across regions, in partnership with the Head of Support.
- Stand up quality assurance from scratch. We do not have a formal QA process for support tickets today. You will build it. Review ticket handling, documentation quality, and internal notes, then turn what you find into coaching and into changes to how we work.
- Raise the quality of escalations. Define and enforce the paths from generalist support into the product verticals and support engineering. Escalations that leave your team should arrive complete, scoped, and reproducible so they do not burn engineering time. Protect senior and engineering capacity with clear runbooks and escalation gates.
- Own the follow-the-sun handoff. As specialists ramp off shift, open tickets need to move to someone who is online, not sit with someone who is asleep. This is a gap today and it is yours end to end.
- Coach and grow the team. Own hiring, onboarding, and day to day development for the generalist group. Build the career pathing that shows a junior specialist how to get to senior, to a product vertical, or into support engineering.
- Hire across time zones. Partner with recruiting to bring on specialists in London, Seoul, and the US, and get them productive fast in a distributed team.
- Advocate for the customer inside EPD. Support sits under Engineering, Product, and Design at Fieldguide. Bring patterns from the queue into roadmap conversations, and make sure recurring pain gets fixed rather than re-answered.
- Stay hands on. You will still work tickets and take escalations when the queue calls for it. This is a working manager role, not a reporting one.
What You Are:- 5+ years in customer, product or technical support.
- At least 2+ years managing a team, ideally within an enterprise SaaS company. You have carried a queue yourself and you have coached other people through carrying one.
- 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.
