Hands-On Manager, Product Support & 24/7 Coverage

Fieldguide; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health

Dental

PTO

Job summary

Fieldguide is hiring a Manager, Product Support to lead our generalist support team. You will coach, close process gaps, and own ticket quality before escalation, with a hands-on approach to coaching, handoffs, and QA.

This role drives the 24-hour coverage model and staffing plan across regions while protecting engineering capacity through clear runbooks and escalation gates. You will build a formal QA process from scratch, define escalation paths into product verticals, and mentor specialists

Qualifications

• 5+ years leading customer/product or technical support teams.
• Experience building QA processes and coaching for performance improvements.
• Experience staffing across time zones and designing shift coverage.
• Ability to align Support metrics with business goals and roadmaps.

Responsibilities

• Oversee ticket quality and QA before escalation.
• Own and improve 24-hour coverage and staffing across regions.
• Build and implement a QA program for support tickets.
• Define escalation paths to product verticals and engineering.
• Drive follow-the-sun handoffs and reduce handoff delays.
• Coach, hire, onboard, and develop the generalist support team.
• Analyze support metrics and close gaps; report on queue health and SLAs.

Skills

Coaching & Mentoring

Process Improvement

Data-driven Decision Making

Employee Development

Cross-functional Collaboration

Support Metrics

Tools

Intercom

Jira

Shortcut

Metabase

Job description

Fieldguide is hiring a Manager, Product Support to lead our generalist support team. You will coach, close process gaps, and own ticket quality before escalation, with a hands-on approach to coaching, handoffs, and QA.

This role drives the 24-hour coverage model and staffing plan across regions while protecting engineering capacity through clear runbooks and escalation gates. You will build a formal QA process from scratch, define escalation paths into product verticals, and mentor specialists