Manager, Product Support

🕒 September 11

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fieldguide

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

🤖 Artificial Intelligence

Consulting • Healthcare • Artificial Intelligence

Fieldguide is a modern, award-winning AI platform designed for advisory and audit firms. It helps streamline engagements, increase efficiency, and improve client satisfaction through its end-to-end engagement analytics. The platform supports various services, including risk advisory, cybersecurity and privacy, regulatory compliance, SOC readiness and audits, IT audits, and financial audits. Fieldguide integrates with popular productivity and IT tools to provide a seamless user experience, allowing for automated management of requests, documents, and reports. Trusted by top industry firms, Fieldguide enhances the practice of audit and advisory services with AI-driven innovations that save time and improve margins.

📋 Description

• Oversee the generalist product support team and report to the Head of Support • Own first response time, median time to close, volume, and SLA adherence • Coach team members based on daily performance and queue data • Build a 24-hour weekday coverage model within the first twelve months • Own shift design, staffing math, and regional hiring plans • Establish a formal quality assurance process for support tickets • Review ticket handling, documentation quality, and internal notes • Improve escalation paths into product verticals and support engineering • Create runbooks and escalation gates to protect senior and engineering capacity • Own follow-the-sun handoffs for open tickets • Lead hiring, onboarding, career development, and day-to-day development for generalist support specialists • Partner with recruiting to hire specialists in London, Seoul, and the US • Bring customer support patterns into Engineering, Product, and Design roadmap discussions • Work tickets and take escalations as needed in this hands-on manager role

🎯 Requirements

• 5+ years in customer, product or technical support • At least 2+ years managing a team, ideally within an enterprise SaaS company • Experience carrying a support queue and coaching others through it • Experience managing a distributed team across time zones • Experience designing or running a shift model • Ability to build processes such as QA rubrics, escalation runbooks, and onboarding paths • Fluency in support metrics including first response time, time to close, backlog, CSAT, and SLA adherence • Hands-on experience in a high-growth startup • Strong communication and problem-solving skills • Experience assisting and advising customers through complex issues • Team-player and mission-first mindset • Bias toward action and ability to own projects end-to-end with minimal direction • Nice to have: experience supporting audit, accounting, or professional services firms • Nice to have: familiarity with Intercom, Shortcut or Jira, and Metabase • Nice to have: experience hiring in the UK or APAC • Nice to have: experience deploying AI-assisted triage in a support queue • Must be comfortable working 10–7pm Eastern Time

🏖️ Benefits

• Equity • Remote-first work arrangement • Work from anywhere (within the USA for this role) • Inclusive and supportive team culture