Customer Support Representative

Company: Fieldguide
Location: Remote-First (San Francisco, CA based, but remote)
Work Hours: Must be comfortable working 9am to 6pm ET.

About Fieldguide

Fieldguide is building the future of trust in global commerce and capital markets by automating assurance and audit practices in cybersecurity, privacy, and financial audit. We are a remote-first, early-stage startup backed by top investors, dedicated to creating a supportive, inclusive, and driven team culture. We aim to make practitioners' lives easier by automating up to 50% of their work, fostering better work-life balance.

About the Role

Fieldguide is seeking a Customer Support Representative to join our go-to-market team. You will be an integral part of building our customer success function, providing world-class support to maximize customer ROI. As a trusted expert on the Fieldguide platform, you will partner closely with firms to ensure their ongoing success and satisfaction.

What You'll Do

• Build Trust with Customers: Respond quickly and accurately to client requests with a positive attitude.
• Provide Technical Support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform via email, phone, or chat.
• Enhance User Experience: Guide customers through platform features and functionalities, providing best practices for optimal use.
• Advocate for the Customer: Act as a liaison between customers and Fieldguide’s Engineering, Product, and Design teams, communicating customer needs to shape the product roadmap.
• Bolster Onboarding and Retention: Assist with customer database setup and template creation.
• Maintain Knowledge Base: Contribute to and update online help resources, FAQs, and support documentation.

About You

• Experience: 1-3 years of customer support experience, preferably in an Enterprise Software as a Service (SaaS) company.
• Team Player: Mission-first mentality with a commitment to collaboration and supporting teammates.
• Startup Experience: Hands-on experience in a high-growth startup environment.
• Skills: Strong communication and problem-solving skills, with a focus on assisting customers through complex issues.
• Bias for Action: Takes ownership of projects end-to-end with minimal direction.
• Nice to Have: Familiarity with integrating merge tags in Microsoft Office applications.

Fieldguide Values

• Fearless
• Fast
• Lovable
• Owners
• Win-win
• Inclusive

More About Fieldguide

Fieldguide is a values-based company focused on innovation and creating a supportive team culture. We offer the opportunity to build the future of business trust.