Customer Support Representative

Customer Support Representative

Company: Fieldguide Location: Remote (USA) Employment Type: Permanent Seniority: Junior

About Fieldguide

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

We are a remote-first company, allowing you to do your best work from anywhere. Fieldguide is backed by prominent investors including Growth Equity at Goldman Sachs Alternatives, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, and Elad Gil.

We value diversity in backgrounds and experiences, believing that people from all walks of life are essential to building the future of audit and advisory. Our team is inclusive, driven, humble, and supportive. We are intentional about the culture we are building and seek teammates who excel in their roles and are dedicated to supporting each other's growth.

As an early-stage startup employee, you will have the opportunity to shape the future of business trust. We aim to simplify the lives of audit practitioners by consolidating their work and improving their work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide.

About the Role

As a Customer Support Representative at Fieldguide, you will be a vital part of our go-to-market team, playing a key role in developing our customer success function. You will provide customers with world-class support, designed to maximize their return on investment quickly and continuously. As a trusted expert on the Fieldguide platform, you will partner with firms to ensure their ongoing success.

Please note: This role requires availability to work from 9 am to 6 pm Eastern Time.

Key Responsibilities

• Build trust with customers: Respond quickly and accurately to client requests for assistance, maintaining a positive and helpful attitude.
• Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to the Fieldguide platform. Troubleshoot problems via email, phone, or chat, ensuring quick resolution of software issues, login problems, 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: Act as a liaison between customers and Fieldguide’s Engineering, Product, and Design teams. Communicate customer needs internally to help shape the product roadmap and facilitate customer participation in beta feature deployments for a frequent feedback loop.
• Bolster onboarding and retention: Assist with customer database setup and template creation to ensure a world-class client experience.
• Maintain knowledge base: Contribute to and update online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service.

Requirements

• 1-3 years of customer support experience, preferably within an Enterprise Software as a Service (SaaS) company.
• Proven commitment to delivering exceptional service and support.
• Strong communication and problem-solving skills, with a focus on effectively assisting and advising customers through complex issues.
• A team player with a mission-first mindset; you are joining a hard-working team that trusts each other deeply.
• A bias towards action; you take ownership of projects end-to-end and see them through to completion with minimal direction.
• Experience in a high-growth startup environment is a plus.
• Familiarity with integrating merge tags in Microsoft Office applications is desirable.

What We Offer

Fieldguide is a values-based company. Our core values include:

• Fearless: Inspiring and breaking down seemingly impossible walls.
• Fast: Launching with excellence and iterating to perfection.
• Lovable: Delivering happiness and exceptional experiences.
• Owners: Executing and running the business with a sense of ownership.
• Win-win: Creating mutual value and earning trust for life.
• Inclusive: Scaling the best ideas with inclusive teams.