Customer Support Representative

About Fieldguide:

Fieldguide is building the future of trust in global commerce and capital markets by automating and streamlining work for cybersecurity, privacy, and financial audit practitioners. We create software that empowers those who enable trust between businesses.

While based in San Francisco, CA, we are a remote-first company, enabling you to do your best work from anywhere. We are backed by leading investors such as Growth Equity at Goldman Sachs Alternatives, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, and Elad Gil.

We are committed to diversity and inclusion, valuing diverse backgrounds and experiences. Our team is inclusive, driven, humble, and supportive. We deliberately cultivate a team and culture where individuals not only excel in their roles but also deeply support each other's growth. As an early-stage startup employee, you'll have the opportunity to shape the future of business trust and improve work-life balance for audit practitioners.

About the Role:

As a Customer Support Representative, you will be a vital member of our go-to-market team, playing a key role in building our customer success function. You will provide world-class support to maximize our customers' return on investment, acting as a trusted expert on the Fieldguide platform and partnering closely with firms to ensure their ongoing success.

This hire must be comfortable working 9am to 6pm ET.

What You'll Do:

• Build trust with customers: Respond promptly and accurately to client requests with a positive attitude.
• Provide technical support: Offer efficient assistance to resolve technical issues related to the Fieldguide platform via email, phone, or chat, addressing software problems, login issues, or user errors.
• Enhance user experience: Guide customers through platform features and functionalities, providing best practices for optimal use.
• Advocate for the customer: Serve as the liaison between customers and Fieldguide’s Engineering, Product, and Design teams, communicating customer needs to shape the product roadmap and facilitate feedback loops.
• Bolster onboarding and retention: Assist with customer database setup and template creation for a superior client experience.
• Maintain knowledge base: Contribute to and update online help resources, FAQs, and support documentation.

About You:

• 1-3 years of customer support experience, preferably within an Enterprise Software as a Service (SaaS) company.
• A team player with a mission-first mindset, comfortable working in a driven and supportive team environment.
• Hands-on experience in a high-growth startup with strong communication and problem-solving skills.
• A bias towards action, taking 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