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Ownership & Metrics:
- Hold the standard on first response time, median time to close, and SLA adherence across the generalist team.
- Coach rather than report, identifying who is behind and why.
Coverage & Quality:
- Build the 24-hour weekday coverage model from scratch, owning shift design and staffing math.
- Stand up quality assurance, reviewing ticket handling and turning feedback into coaching.
Team Development:
- Own hiring, onboarding, and career pathing for the generalist group across tine zones.
- Partner with recruiting to bring on specialists in London, Seoul, and the US.
Customer Advocacy:
- Bring patterns from the support queue into product roadmap conversations to fix recurring pain.
- Stay hands-on by working tickets and taking escalations as needed.
Fieldguide
Fieldguide builds AI-powered software for audit and assurance practitioners to enhance trust in global commerce and capital markets. The company has raised over $125M from top investors, serves more than 50% of the top-100 CPA firms, and maintains a remote-first, inclusive, and supportive culture.