Job Overview
Location
San Francisco, California, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 26, 2026
Full Job Description
đź“‹ Description
- • As an integral and early member of Fieldguide's go-to-market team, you will play a pivotal role in shaping and scaling our customer success function. Your primary mission will be to deliver world-class support to all Fieldguide customers, ensuring they achieve maximum return on their investment with our platform, both quickly and continuously. You will become a trusted expert on the Fieldguide platform, forging strong partnerships with our clients to guarantee their ongoing success and satisfaction.
- • You will be the primary point of contact for customer inquiries, providing prompt, accurate, and consistently positive responses. This involves building deep trust with our clients by understanding their needs and proactively addressing any challenges they may encounter.
- • Your responsibilities will extend to providing comprehensive technical support. This means offering efficient and effective assistance to resolve any technical issues that arise with the Fieldguide platform. You will be adept at troubleshooting problems across various channels, including email, phone, and chat, ensuring swift resolution of software glitches, login difficulties, user errors, and other technical impediments.
- • A key aspect of your role will be to enhance the user experience by guiding customers through the intricate features and functionalities of the Fieldguide platform. You will proactively share tips, best practices, and insights to empower users to leverage the software to its fullest potential, thereby maximizing their productivity and the value they derive from Fieldguide.
- • You will act as a crucial advocate for the customer within Fieldguide. This involves serving as the vital link between our customers and our internal Engineering, Product, and Design teams. You will be keenly aware of customer needs, pain points, and suggestions, effectively communicating this feedback internally to help shape and refine the product roadmap. Furthermore, you will facilitate customer participation in the deployment of beta features, fostering a continuous and valuable feedback loop that drives product innovation.
- • You will play a significant role in bolstering customer onboarding and retention efforts. This includes assisting with the setup of customer databases and the creation of tailored templates, all aimed at delivering a seamless and world-class client experience from the outset. Your efforts will directly contribute to customer loyalty and long-term engagement.
- • Maintaining and contributing to our knowledge base is essential. You will be responsible for updating and expanding our online help resources, FAQs, and support documentation. Ensuring these resources are current, comprehensive, and easily accessible will empower users with self-service options, further enhancing their support experience.
- • This role operates within standard working hours, typically from 9 AM PST to 6 PM PST. Candidates must be located in the Pacific or Mountain Time zones, or be comfortable and able to consistently work within these hours to ensure effective collaboration and support for our customer base.
- • As an early-stage startup employee, you will have an unparalleled opportunity to contribute to the foundational development of our customer success function and, by extension, the future of business trust. Fieldguide is dedicated to making audit practitioners' lives easier by automating significant portions of their work and promoting better work-life balance. If you share our values and possess an enthusiasm for building a great culture and product, you will find a fulfilling home at Fieldguide.
- • You will be instrumental in building trust with our customers through rapid and accurate responses to their requests for assistance, always maintaining a positive and helpful demeanor. Your proactive approach to problem-solving and your commitment to customer satisfaction will be paramount.
- • Your technical acumen will be tested as you provide prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. You will troubleshoot problems via email, phone, or chat, ensuring a swift resolution of any software problems, login issues, or user errors, thereby minimizing disruption for our clients.
- • By guiding customers through the features and functionalities of the Fieldguide platform and providing tips and best practices for optimal use, you will significantly enhance their user experience, ensuring they can leverage the software to its fullest potential.
- • Acting as the voice of the customer, you will be the critical link between our clients and Fieldguide’s Engineering, Product, and Design teams. You will be attuned to customer needs and communicate them internally to help shape the product roadmap, and you will help customers participate in the deployment of beta features, facilitating a frequent and valuable feedback loop.
- • Your contributions to customer onboarding and retention will be vital, as you assist in customer database setup and template creation to ensure a world-class client experience, directly impacting customer loyalty and long-term success.
- • You will maintain and contribute to our online knowledge base, ensuring our help resources, FAQs, and support documentation are current and comprehensive for user self-service, thereby empowering our customers with readily available information.
🎯 Requirements
- • 1-3 years of customer support experience, ideally within an Enterprise Software as a Service (SaaS) company.
- • Proven ability to build trust with customers and provide world-class support with a positive attitude.
- • Strong communication and problem-solving skills, with a focus on effectively assisting and advising customers through complex issues.
- • Demonstrated bias towards action and ability to take ownership of projects end-to-end with minimal direction.
- • Familiarity with the integration of merge tags in Microsoft Office applications (nice-to-have).
🏖️ Benefits
- • Competitive compensation packages with meaningful ownership.
- • Unlimited Paid Time Off (PTO).
- • 401k retirement savings plan.
- • Comprehensive wellness benefits, including a bundle of free therapy sessions.
- • Technology and Work from Home reimbursement.
- • Flexible work schedules.
Skills & Technologies
Remote
About Fieldguide Inc.
Fieldguide builds AI workflow automation software for advisory and assurance firms, combining generative AI, large language models and no-code orchestration to digitize risk assessments, evidence collection, report writing and continuous monitoring across SOC 2, PCI-DSS, HIPAA, HITRUST, ISO 27001 and other compliance frameworks. The cloud platform unifies client portals, project management, collaboration and analytics so CPA, cybersecurity and risk-consulting teams can reduce manual tasks, accelerate audits and scale advisory services while maintaining security and quality standards for mid-market to enterprise clients.
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