Customer Support Representative

About Us

Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and financial audit. Put simply, we build software for the people who enable trust between businesses.

We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Elad Gil, and more.

We value diversity — in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by eliminating up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide.

About the Role

As a Customer Support Representative II at Fieldguide, you will play a key role across both customer implementation and ongoing support. This position goes beyond traditional support responsibilities—you will partner with customers from onboarding through long-term success, helping them realize maximum value from the Fieldguide platform.

As a more experienced member of the team, you will handle more complex customer scenarios, lead portions of onboarding programs, and serve as a trusted advisor to both new and existing customers. You’ll also contribute to the evolution of our support and implementation processes, bringing forward insights that help shape our programs and product.

This is a full-time role with standard working hours from 9 AM GMT to 6 PM GMT, operating in a hybrid environment.

What You’ll Do

Customer Support & Ongoing Success

- Provide advanced technical support via email, phone, or chat, resolving complex issues related to product functionality, configuration, integrations, and user workflows.

- Deliver a high-quality support experience, ensuring customer inquiries are answered quickly and accurately.

- Assist with configuration tasks, such as template setup, data imports, workflow optimization, and other technical elements that enhance customers’ use of Fieldguide.

- Identify and mitigate risks early, escalating issues when necessary and proactively driving solutions that protect customer value.

- Support beta or pilot features, helping customers adopt new functionality and communicating insights back to internal teams.

- Contribute to internal and external documentation, including knowledge base content, troubleshooting guides, onboarding materials, and best-practice resources.

- Track and document customer progress during onboarding and beyond, contributing to case studies, usage insights, and value realization metrics.

- Recommend improvements to support workflows, onboarding playbooks, and customer experience programs based on firsthand insights.

Customer Implementation & Onboarding

- Lead onboarding activities for new customers, guiding them through Fieldguide’s Accelerator program and ensuring efficient, effective setup.

- Develop tailored adoption plans based on customer goals, and conduct regular check-ins to track progress and adjust onboarding strategies as needed.

- Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows.

Who You Are

- 3+ years of customer facing experience in SaaS support, onboarding, implementation, or consulting roles, with a track record of handling complex issues independently.

- Strong technical aptitude, with demonstrated ability to troubleshoot product behavior, guide customers through complex configurations, and communicate technical concepts clearly.

- Excellent communication skills, including the ability to maintain executive presence and build trust across varied customer roles.

- Highly self-motivated and autonomous, capable of managing priorities and driving customer outcomes while working independently for most of the day.

- Strong project management abilities, managing multiple customers and requests independently while maintaining a high bar for quality.

- Customer-first mindset, ensuring that every interaction drives value, clarity, and confidence for the customer.

- Bias toward action and comfort working autonomously in a high-growth startup environment.

- Nice to have: Familiarity with Microsoft Office merge tags or similar document automation tools; experience in financial audit or assurance is a plus but not required.

More about Fieldguide

Fieldguide is a values-based company. Our values are:

- Fearless - Inspire & break down seemingly impossible walls.

- Fast - Launch fast with excellence, iterate to perfection.

- Lovable - Deliver happiness & 11 star experiences.

- Owners - Execute & run the business with ownership.

- Win-win - Create mutual value & earn trust for life.

- Inclusive - Scale the best ideas with inclusive teams.

Some of our benefits include

- Competitive compensation packages with meaningful ownership

- Flexible PTO

- 401k

- Wellness benefits, including a bundle of free therapy sessions

- Technology & Work from Home reimbursement

- Flexible work schedules

#J-18808-Ljbffr