Remote-First Manager, Product Support - Lead 24/7 Coverage

Fieldguide; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

Fieldguide, a remote-first company based in San Francisco, is building the front door for global audit and advisory. We seek a Manager, Product Support to lead a distributed generalist team and own quality, coverage, and handoffs across time zones.

You will hire, coach, and implement processes while staying hands-on during peak queues. The role reports to the Head of Support and requires 10-7pm Eastern time alignment.

Qualifications

• 5+ years in customer, product or technical support.
• Experience managing a distributed team across time zones.
• Ability to design or run a shift model and report on coverage.
• Create QA rubrics, runbooks, and onboarding paths.
• Fluent in data: respond to metrics and trends with plans.

Responsibilities

• Own the team's metrics: first response, median close, volume, SLA.
• Build 24-hour coverage and cross-region staffing plans.
• Establish QA for support tickets and coaching materials.
• Define escalation paths and ensure complete, reproducible escalations.
• Own follow-the-sun handoffs and ticket routing end-to-end.
• Coach, hire, onboard, and develop the generalist team.
• Recruit across time zones and onboard new specialists quickly.
• Advocate for customers within Engineering, Product, and Design.
• Remain hands-on with tickets and escalations when needed.

Skills

Distributed teams

QA processes

Data-driven

Hands-on startup

Customer support focus

Tools

Intercom

Jira

Metabase

Shortcut

Job description

Fieldguide, a remote-first company based in San Francisco, is building the front door for global audit and advisory. We seek a Manager, Product Support to lead a distributed generalist team and own quality, coverage, and handoffs across time zones.

You will hire, coach, and implement processes while staying hands-on during peak queues. The role reports to the Head of Support and requires 10-7pm Eastern time alignment.