Remote Customer Support Representative at Fieldguide Remote

Remote Customer Support Representative II at Fieldguide

Full‑time role, 9 AM GMT to 6 PM GMT, remote‑first.

As a Customer Support Representative II, you will partner with customers from onboarding through long‑term success, handling complex scenarios, leading onboarding portions, and serving as a trusted advisor while shaping our support processes.

• 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.
• Identify and mitigate risks early
  , escalating issues when necessary and proactively driving solutions.
• 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.

• Lead onboarding activities for new customers
  , guiding them through Fieldguide’s Accelerator program and ensuring efficient setup.
• Develop tailored adoption plans based on customer goals, and conduct regular check‑ins to track progress and adjust strategies.
• Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows.

• 3+ years of customer‑facing experience in SaaS support, onboarding, implementation, or consulting 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 independently.
• Strong project management abilities
  , managing multiple customers and requests while maintaining high quality.
• Customer‑first mindset
  , ensuring 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.

• Competitive compensation packages with meaningful ownership.
• Flexible PTO.
• 401(k).
• Wellness benefits, including a bundle of free therapy sessions.
• Technology & work‑from‑home reimbursement.
• Flexible work schedules.