Manager, Product Support
Core
Manager for a generalist product support team covering 12-24 hour windows, ensuring ticket quality, SLA adherence, and follow-the-sun handoffs for Fieldguide's audit and assurance clients.
Role type
Manager, Product Support (Generalist)
Builds
24-hour support coverage model, QA processes, escalation runbooks, and career paths for support specialists.
Domain
SaaS / Audit & Assurance / Professional Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, distributed team leadership, shift design, quality assurance, data analysis, hiring, process building, hands-on ticket handling
Preferred skills
Experience in audit/accounting/professional services, familiarity with Intercom/Shortcut/Jira/Metabase, hiring in UK/APAC, AI-assisted triage experience
Technologies
Intercom, Shortcut, Jira, Metabase
Responsibilities
Own team metrics (response time, volume, SLA), build 24-hour coverage model, establish QA processes, manage escalations to engineering, execute follow-the-sun handoffs, coach and hire team members, advocate for customer feedback in product roadmap
Seniority
Manager, hands-on IC with team leadership
