Remote-First Global Product Support Manager

Socket.dev; San Francisco (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Fieldguide, a San Francisco-based, remote-first audit and advisory software company, is seeking a Manager, Product Support. You will lead a distributed team across time zones, owning metrics, QA, and the follow-the-sun handoff while staying hands-on with escalations.

You will design coverage, partner with recruiting to hire across London, Seoul and the US, and build coaching programs to advance specialists from junior to senior levels in a fast-growing SaaS environment.

Qualifications

• 5+ years in customer, product or technical support.
• At least 2+ years managing a team.
• Experience leading distributed teams across time zones.
• Hands-on experience in a high-growth startup.

Responsibilities

• Own the team's numbers: first response time, median time to close, volume, SLA adherence.
• Build the 24-hour coverage model across regions.
• Stand up QA process for support tickets and coaching.
• Raise the quality of escalations with clear runbooks.
• Own follow-the-sun handoff end to end.
• Coach and grow the team, including hiring and onboarding.
• Hire across time zones with recruiters.
• Advocate for customer needs inside EPD and influence roadmaps.
• Stay hands on and handle escalations when needed.

Skills

Customer support

Team management

Data analysis

Time zone management

Tools

Intercom

Shortcut

Jira

Metabase

Job description

Fieldguide, a San Francisco-based, remote-first audit and advisory software company, is seeking a Manager, Product Support. You will lead a distributed team across time zones, owning metrics, QA, and the follow-the-sun handoff while staying hands-on with escalations.

You will design coverage, partner with recruiting to hire across London, Seoul and the US, and build coaching programs to advance specialists from junior to senior levels in a fast-growing SaaS environment.