What you'll get to do:

• Manage and resolve escalated cases from Tier 1 support including, but not limited to: account updates/deactivations, approval assistance, & deliverable/closing work order cases (escalate when necessary).
• Conduct risk assessments on new client onboarding requests, reviewing legal documentation and ensuring compliance with marketplace-qualifying protocols.
• Assist MR Team by conducting fraud investigations on user accounts and take appropriate action as directed; including access restrictions or deactivation based on your findings.
• Assist MR Team by investigating user-reported events to detect and address high-risk users, ensuring marketplace integrity and protecting organizational risk exposure

You might be a good fit if you have:

• Experience: 2+ years leading within customer support, sales, fraud investigation, or related role frequently communicating with users; marketplace or dual-customer experience a plus.
• Investigations: Strong investigative skills with a natural curiosity to detect and escalate red flags within day to day duties.
• Rapport & Influence: Keen ability to get users to respond while building rapport and influencing them to take swift action
• English Communication: Strong English writing and verbal skills via both messages and phone
• Process: Effectively execute repetitive processes accurately while bringing new ideas to become more efficient/effective
• Judgment & Integrity: Proven ability to exercise sound judgment, remain neutral, and resolve high-stakes escalations with fairness.
• Analytical Skills: Skilled in pattern recognition, problem-solving, and delivering accurate solutions in high-pressure environments.
• Communication & Empathy: Capable of building trust, maintaining composure in high-stress situations, and displaying empathy even when full resolution isn’t possible.
• Tools & Collaboration: Proficient with support CRMs (Salesforce Service Cloud, Zendesk, etc.); strong cross-functional collaboration skills.
• Adaptability: Comfortable operating in structured processes while making sound judgment calls in ambiguous “gray areas.”
• Professional Presence: Ability to positively represent Field Nation in challenging situations and deliver a lasting, professional impression.
• Resilience: Ability to not let these potentially “intense” day-to-day mediations impact your own overall happiness and ability to do your job effectively
• Supervisory Responsibility: This position doesn’t have supervisory responsibility.

Position Type/Expected Hours of Work:

• This is a full-time, hybrid position, We come into the office on Mondays & Tuesdays.
• Shift: 9 hours/day – 5 days per week (Mon-Fri)
• Working hours generally range from 8pm-5am (can vary due to daylight savings in the U.S.)

Office Location:

• Uttara, Dhaka, Bangladesh (Hybrid)

Salary Range:

• BDT 55,000 - 80,000 (Monthly)

Why we think you'll love it here:

At Field Nation, we believe great work deserves great support. Here’s a snapshot of the benefits designed to reward performance, support well-being and create an enjoyable workplace experience.
1. Compensation & Financial Rewards
Because hard work should feel like winning.
• Field Nation LLC Performance Reward – Because every citizen of Field Nation deserves a stake in the win!
• Festival Bonus – Celebrate the big festivals with some extra cheer (and cash!).
• Referral Bonus – Incentives for successful employee referrals.
• Gratuity – Honoring your long-term dedication
• Leave Encashment – Opportunity to encash unused annual leave balance at year-end.
2. Health & Wellness
Your body, mind, and family matter.
• Medical Insurance – Comprehensive health coverage for employees and their immediate family (spouse and children).
• Gym Membership – Stay fit, active, and energized.
3. Daily Operations & Office Perks
• Complimentary Lunch / Dinner – Because good work needs good food.
• Unlimited Tea & Coffee – Keep the energy flowing.
• Transportation – Helping you get to work hassle-free.
• Mobile Data Allowance – Allowances to ensure connectivity.
4. Professional Development
• Career Development Budget – Dedicated funds for professional learning and growth.
5. Culture, Events & Time Off
Fostering work-life balance and strong team connections.
• Work Model: Hybrid (2 days in-office, 3 days remote per week) – balance is key.
• Summer & Winter Field Weeks – Two annual team retreats to connect, collaborate, and recharge.
• Quarterly Team Outing Budget – Enjoy exciting activities and quality time with your team to bond, relax and celebrate together. 
• Occasional Gifts – Surprises and gifts to celebrate milestones & welcome new faces.
• Leave Benefits:
• Paid Time Off  – Take the time you need! Covers annual, casual, and sick leave so you can recharge and come back ready to shine.
• Hajj/Umrah Leave
• Maternity Leave
• Paternity Leave