Customer Support Representative, Fieldguide
€54-65k
Offers Equity
Software for assurance & advisory firms
Be an early applicant
Software for assurance & advisory firms
21-100 employees
Be an early applicant
€54-65k
Offers Equity
21-100 employees
Company mission
Fieldguide's mission is to increase trust in commerce and capital markets.
Role
Who you are
- 3+ years of customer facing experience in SaaS support, onboarding, implementation, or consulting roles, 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 while working independently for most of the day
- Strong project management abilities, managing multiple customers and requests independently while maintaining a high bar for quality
- Customer-first mindset, ensuring that 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 but not required
What the job involves
- As a Customer Support Representative II at Fieldguide, you will play a key role across both customer implementation and ongoing support. This position goes beyond traditional support responsibilities—you will partner with customers from onboarding through long-term success, helping them realize maximum value from the Fieldguide platform
- As a more experienced member of the team, you will handle more complex customer scenarios, lead portions of onboarding programs, and serve as a trusted advisor to both new and existing customers
- You’ll also contribute to the evolution of our support and implementation processes, bringing forward insights that help shape our programs and product
- This is a full-time role with standard working hours from 9 AM GMT to 6 PM GMT, operating in a hybrid environment
- 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 that enhance customers’ use of Fieldguide
- Identify and mitigate risks early, escalating issues when necessary and proactively driving solutions that protect customer value
- 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, effective setup
- Develop tailored adoption plans based on customer goals, and conduct regular check-ins to track progress and adjust onboarding strategies as needed
- Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows
Our take
Fieldguide offers a cloud-native collaboration and automation platform for accounting and advisory practices. The idea is to make workflow and collaboration more streamlined, and automate parts of it altogether, for teams working on cybersecurity, risk, and ESG audits.
Fieldguide has launched with a focus on three high-demand and high-growth areas of business. With cybersecurity and ESG in particular seeing increased corporate investment, thanks to the steep costs of error or regulatory non-compliance, demand for tech that can help manage this influx of auditing work is likely to grow fast. Indeed, Fieldguide has received an impressive funding injection which will see the company looking to expand the kinds of audit their product applies to, as well as aggressively growing their team.
Fieldguide has already netted some key audit and advisory firms as clients and a substantial Series B funding round, suggesting that the young company is onto something good. Internal productivity tools are seeing a boom across multiple industries, with automation also seeing a significant uptake for enterprise businesses. If Fieldguide can successfully manage its scale-up, it could become an important software player.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2024
$30m
SERIES B
Mar 2022
$17m
SERIES A
Total funding: $47.4m
Company benefits
- Health
- Dental
- PTO
Company HQ
Eureka Valley, San Francisco, CA
Leadership
Chris Szymansky
(CTO)Previously co-founded live video streaming platform Vivo, before moving on to work in software development at Fireman Creative. Subsequently held various high level positions, including CTO at JazzHR, and VP of Engineering, Product, and Design at Atrium.
Jin Chang
(CEO)Originally a Management Consultant at EY, before co-founding blockchain aggregation API company, Bitbutter. Moved on to serve as Chief of Staff at Atrium.
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