Remote Customer Support Representative at Fieldguide Remote

Remote Customer Support Representative II at Fieldguide Full‑time role, 9 AM GMT to 6 PM GMT, remote‑first. As a Customer Support Representative II, you will partner with customers from onboarding through long‑term success, handling complex scenarios, leading onboarding portions, and serving as a trusted advisor while shaping our support processes. Customer Support & Ongoing Success 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. Identify and mitigate risks early , escalating issues when necessary and proactively driving solutions. 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. Customer Implementation & Onboarding Lead onboarding activities for new customers , guiding them through Fieldguide’s Accelerator program and ensuring efficient setup. Develop tailored adoption plans based on customer goals, and conduct regular check‑ins to track progress and adjust strategies. Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows. Who You Are 3+ years of customer‑facing experience in SaaS support, onboarding, implementation, or consulting 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 independently. Strong project management abilities , managing multiple customers and requests while maintaining high quality. Customer‑first mindset , ensuring 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. Benefits Competitive compensation packages with meaningful ownership. Flexible PTO. 401(k). Wellness benefits, including a bundle of free therapy sessions. Technology & work‑from‑home reimbursement. Flexible work schedules. #J-18808-Ljbffr Itlearn360