Remote Manager, Product Support – Lead 24/7 Coverage

Precision Labs; Northern (KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Fieldguide is building a remote‑first team and seeks a Manager, Product Support to lead its generalist support group. You will own ticket quality, QA, and coaching while expanding coverage to 24/5 across regions including the US, London, and Seoul.

This working manager role requires hands-on ticket involvement and strong cross‑functional collaboration. You will mentor specialists, design shift models, and partner with recruiting to hire across time zones.

Qualifications

• 5+ years in customer, product or technical support.
• 2+ years managing a team, ideally in enterprise SaaS.
• Experience leading distributed teams across time zones.
• Ability to define and document QA and escalation processes.
• Strong data fluency: time to first response, time to close, CSAT, SLA.

Responsibilities

• Own the team's numbers: first response time, median time to close, volume, SLA adherence.
• Build the 24-hour coverage model across regions and time zones.
• Stand up QA process for tickets; drive coaching and process changes.
• Improve escalation paths into product verticals and support engineering.
• Own follow-the-sun handoffs and ensure smooth ticket transfers.
• Coach and grow the team: hiring, onboarding, and career development.
• Hire across time zones with recruiters to add London, Seoul, and US specialists.
• Advocate for customers inside Engineering, Product, and Design.
• Stay hands-on: handle tickets and escalations when needed.

Skills

Customer support

Product support

Technical support

Team leadership

Data analysis

SaaS experience

Shift planning

Cross-time-zone

QA processes

Escalation management

Tools

Intercom

Shortcut

Jira

Metabase

Job description

Fieldguide is building a remote‑first team and seeks a Manager, Product Support to lead its generalist support group. You will own ticket quality, QA, and coaching while expanding coverage to 24/5 across regions including the US, London, and Seoul.

This working manager role requires hands-on ticket involvement and strong cross‑functional collaboration. You will mentor specialists, design shift models, and partner with recruiting to hire across time zones.