Manager, Customer Support

About us:

Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and ESG (Environmental, Social, Governance). Put simply, we build software for the people who enable trust between businesses. 

We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Eric Ries, and more.

We value diversity — 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 that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by eliminating up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide.

The role 

As a Manager, Customer Support at Fieldguide, you will be an integral member of our Go-To-Market team, working to make significant impacts in building our customer support function. 

You will lead a small team of Customer Support Representatives, ensuring that Fieldguide’s customers are provided world-class support built to maximize our customers’ return on investment quickly and continuously. As a trusted expert on the Fieldguide platform, you will partner closely with your team and firms to ensure their ongoing success with Fieldguide.

What you’ll do 

• Lead a team of Customer Support Representatives. Ensure the CSR team is equipped to create a lovable experience for our customers, maximizing customer retention.

• Employee training and development. Oversee and evaluate the team’s ongoing training and performance management with a focus on growth and developing strengths.

• Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude.

• Guide growth and mitigate risks. Communicate with your Go-To-Market peers on where customers may have unmet needs we should be addressing.

• Advocate for the customer. Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop.

• Bolster onboarding and retention. Assist in customer database setup and template creation to ensure a world-class customer experience.

• Enhance helpful documentation. Create written and visual resources for our customer base to allow for self-service help.

• Technical support and problem solving with empathy. Become an expert on our product, developing the knowledge to help brand new customers, while also working on the more complex issues that existing customers may have.

About you:

• Unrivaled passion for helping customers. You are customer obsessed and take pride in going above and beyond to ensure every customer has a delightful experience.

• You build a team of high accountability and low ego, valuing problem solving and continuous improvement in partnership with internal teams. You are committed to building deep ties with our fast-paced Customer Success team, and working collaboratively with our engineering team. We won't compromise on this.

• Hands-on experience in product support, customer success, customer service, or similar, at a top management consulting firm or high-growth Enterprise B2B startup. Strong technical support skills helping complex organizations solve problems. Track record of exceeding metrics and goals while serving enterprise customers.

• Industry knowledge of assurance and advisory services preferable. Ideally with exposure to cybersecurity or regulatory standards.

• Project management proficiency with proven ability to prioritize and manage multiple customers, projects and requests with little direct oversight. You are able to professionally problem-solve while juggling many different tasks. 

• Executive presence and ability to influence change. Demonstrated history of communicating effectively with customers and across internal teams.

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

• Expertise in Microsoft Word is a must for this role. As a utility player on this team you will need to flex your skills here at an advanced level. Get ready to show off your skills!

More about Fieldguide:

Fieldguide is a values-based company. Our values are:

• Fearless - Inspire & break down seemingly impossible walls.

• Fast - Launch fast with excellence, iterate to perfection.

• Lovable - ​​Deliver happiness & 11 star experiences. 

• Owners - Execute & run the business with ownership.

• Win-win - Create mutual value & earn trust for life. 

• Inclusive - Scale the best ideas with inclusive teams. 

Some of our benefits include: 

• Competitive compensation packages with meaningful ownership

• Unlimited PTO

• 401k

• Wellness benefits, including a bundle of free therapy sessions

• Technology & Work from Home reimbursement

• Flexible work schedules