Remote-First Global Product Support Manager

Fieldguide; United States; On-site; USD 100,000 - 130,000; Full time

Job summary

Fieldguide is seeking a Manager, Product Support to lead the generalist support team with a focus on coaching, quality assurance, and a real follow-the-sun model. The role requires managing a distributed team across time zones and building scalable processes in a remote-first environment.

The position reports to the Head of Support, with responsibilities spanning hiring, onboarding, and defining SLA standards while guiding product and design teams to improve customer outcomes.

Qualifications

• 5+ years in customer, product or technical support.
• 2+ years managing a team, ideally in an enterprise SaaS company.
• Experience leading distributed teams across time zones.
• Ability to create and document QA and escalation processes.
• Strong data fluency with support metrics and SLAs.

Responsibilities

• Own the team's metrics: first response time, time to close, volume and SLA adherence.
• Design and implement 24/7 coverage with hiring plans across regions.
• Build QA processes for tickets and coaching materials.
• Define escalation paths to product verticals and support engineering.
• Own follow-the-sun handoffs and maintain active queue management.
• Coach and grow the team: hiring, onboarding, and career development.
• Collaborate with recruiting to grow coverage in London, Seoul, and the US.
• Advocate for customers within Engineering, Product and Design.

Skills

Customer support

Team management

Distributed teams

QA process design

Data analysis

SaaS experience

Communication

Hiring

Tools

Intercom

Shortcut

Jira

Metabase

Job description

Fieldguide is seeking a Manager, Product Support to lead the generalist support team with a focus on coaching, quality assurance, and a real follow-the-sun model. The role requires managing a distributed team across time zones and building scalable processes in a remote-first environment.

The position reports to the Head of Support, with responsibilities spanning hiring, onboarding, and defining SLA standards while guiding product and design teams to improve customer outcomes.