Provider Experience Specialist
Dhaka
Marketplace Experience and Operations /
Full-time /
Hybrid
Who we are:
Field Nation brings companies and service professionals together through an integrated, easy-to-use platform. We support businesses looking to grow their service offerings while also empowering technicians to leverage their skills on their own terms. Our mission is to help the service delivery industry do great work, and we live that mission by doing great work for the companies and service professionals who depend on us.
Why is this role important to Field Nation?
This role is important to Field Nation as it helps deliver a world-class user experience for Providers on Field Nation, elevate quality of work on the marketplace, increase retention and bolster business growth.
What you’ll do:
- Engage and reach out to Providers and Service Companies throughout their customer journey, based on the current company strategy.
- Promote product adoption through guidance and education about the platform, while also understanding and removing any barriers.
- Deliver exceptional customer service and support through phone, email, Community, and other customer-facing channels, regarding best practices, escalated issues, user reports, and various provider experience and marketplace initiatives.
- Work with Provider Experience and Product Marketing to develop and curate content for provider education campaigns, Provider Community, and other communication channels.
- Moderate user-generated content in the Provider Community to keep discussions productive and engaging for all. Address heated discussions in a timely manner, escalating to Lead and Manager when needed.
- Assist with back-end management of the Community Platform, including managing member roles and permissions.
- Collaborate cross-functionally with Support, Marketing, Product, Engineering, and other teams to ensure a positive Provider experience with the product.
- Conduct business support or technical work, including gathering Provider feedback, analyzing customer data, and identifying best practices to enhance the provider experience and minimize churn.
- Investigate instances of user misconduct on the platform, on site, and within the Provider Community space, whether reported by other users or flagged by automated tools.
- Proactively engage with the Community by initiating meaningful conversations, posing insightful questions, and steering discussions in a constructive and inclusive direction.
- Monitor emerging topics and feedback trends within the Community; synthesize key insights and escalate relevant themes to the Lead and Manager for strategic consideration.
- Actively contribute to process improvements and support the creation and maintenance of clear, effective documentation.
- Assist with onboarding and training new team members.
You might be a good fit if you have:
- Excellent Communication: Fluent English (speaking, reading, and writing) is essential for regular interaction with US team members, providers, and buyers.
- Demonstrated ability to tailor content, tone, and voice to suit different communication channels, ensuring consistency and effectiveness. Familiarity with the vernacular and dynamics of online discussions is a strong plus
- Team Player: Ability to collaborate effectively with other Field Nation teams, including Marketplace Provider, Marketing, and Product.
- Strong Work Ethic & Positive Attitude: A "can-do" attitude and the ability to work well under pressure and handle challenging customer interactions are essential.
- Night Shift Commitment: Must be committed to working night shift hours.
- Call Confidence: Comfortable making and receiving calls, and working in a fast-paced environment.
- Tech Savvy: Proficient with Google Suite tools.
- Experience in Content Moderation is a plus.
- Basic reporting and data analytics skills
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)
- 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 50,000 - 65,000 Monthly
Why we think you'll love it here:
- Mobile bill
- Gym Membership
- Medical Insurance
- Festival bonus
- Performance Reward Bonus
- Gratuity benefit.
- Lunch/Dinner Facilities: Fully Subsidized
- Sound work-life balance - Regular working hours: 8 hours/day, 5 days a week.
- Friendly work environment. Flexible leave/vacation policy.
- A great learning opportunity.
- Opportunity to work with cross-cultural teams with the USA.
- Annual performance evaluation and increment.
- Semi-annual reflection opportunities - because growth is the name of the game
- Employee Drop Off - we’ve got your commute covered
Why Field Nation?
At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019 and a Top 150 Workplace in 2020, 2021 & 2022. We look to hire extraordinary people and provide them with extraordinary benefits.
