Customer Support Representative, Fieldguide
$65-80k
Plus equity
More information about location
Software for assurance & advisory firms
Job no longer available
Software for assurance & advisory firms
21-100 employees
Job no longer available
$65-80k
Plus equity
More information about location
21-100 employees
Company mission
Fieldguide's mission is to increase trust in commerce and capital markets.
Role
Who you are
- 1 - 3 years of customer support experience, ideally gained within an Enterprise Software as a Service (SaaS) company, demonstrating a commitment to delivering exceptional service and support
- You are a team player, and you are mission-first. You’re joining a hard-working team that trusts each other deeply. We won’t compromise on this
- Hands-on experience in a high-growth startup. Strong communication and problem-solving skills are essential, with a focus on effectively assisting and advising customers through complex issues. The ideal candidate will have a proven track record of driving customer satisfaction and fostering long-term client relationships.”
- Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight
- Nice to have: Familiarity with the integration of merge tags in Microsoft Office applications is desirable.
What the job involves
- As a Customer Support Representative at Fieldguide, you will be an integral, early member of our go-to-market team, working to make significant impacts in building our customer success function
- You will provide all Fieldguide customers with world-class support built to maximize our customers’ return on investment quickly and continuously
- As a trusted expert on the Fieldguide platform, you will partner closely with firms to ensure their ongoing success with Fieldguide
- Your role will involve standard working hours from 9 AM PST to 6 PM PST
- Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude
- Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. Troubleshoot problems via email, phone, or chat, ensuring a quick resolution of any software problems, login issues, or user errors
- Enhance user experience: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential
- Advocate for the customer. Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop
- Bolster onboarding and retention. Assist in customer database setup and template creation to ensure a world-class client experience
- Maintain knowledge base: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service
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 3 rounds)
Mar 2024
$30m
SERIES B
Mar 2022
$17m
SERIES A
Total funding: $47.2m
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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