Customer Success Specialist (Night Shift)
Dhaka
Customer Success /
Full-time /
Hybrid
Why is this role important to Field Nation?
The Customer Success Specialist is an entry-level position designed to provide foundational support to our Customer Success team and develop future Customer Success Managers. In this role, you will assist in managing the day-to-day needs of our tech-touch buyers, ensuring their inquiries are addressed promptly and effectively, and supporting key customer success initiatives. This role offers an excellent opportunity to learn our systems, processes, and customer base, with a clear path for growth into more senior Customer Success positions.
What you’ll do:
- Buyer Communication:
- Manage incoming (reactive) cases from our tech-touch buyers, including name change requests, accounting inquiries, best practice questions, and escalations.
- Provide timely and professional responses to buyer inquiries, aiming for high levels of customer satisfaction.
- Track and manage upcoming renewals.
- Schedule calls for buyers with Customer Success Managers (Scaled).
- Manage internal follow-up on compliance notifications.
- Assist in identifying and reporting account anomalies and risks to the Customer Success team.
- Facilitate data and reporting requests for Customer Success Managers on an ad-hoc basis.
- Assist in the creation of Executive Business Review (EBR) presentations.
- Maintain and update internal systems, including monday.com, Salesforce, and Field Nation.
- Work with data and reporting teams to gather critical information needed for upcoming customer touchpoints.
- Generate critical reports out of the Field Nation platform as requested.
- Create Executive Business Review presentations and populate data for metrics as needed using Field Nation templates.
- Coordinate internal and external meetings.
- Respond to and follow up on support escalations and requests for assistance.
Renewal Management Support:
Compliance Support:
Account Monitoring Assistance:
Data and Reporting Support:
System and Data Management:
Operational Support:
What you’ll need:
- 0-2 years of experience in a customer service, administrative, or client-facing role.
- Excellent written and verbal communication skills, with a focus on clarity and professionalism.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
- Proficiency in basic computer applications (e.g., Microsoft Office Suite, Google Workspace) and a willingness to learn new systems (e.g., CRM).
- A proactive and customer-centric approach, with a desire to help customers succeed.
- Ability to work both independently and collaboratively within a team.
- Strong problem-solving skills and a willingness to learn and grow within the Customer Success organization.
- While not required, familiarity with the Field Nation platform is a plus.
Educational Requirement:
- Bachelor's degree in Business Administration or a relevant field.
Working Hours:
- 8:00 PM - 5:00 AM (BD Time)
Salary Range:
- BDT 55,000 - 70,000 (Monthly)
Other Benefits:
- Competitive salary based on experience and qualification.
- Mobile Bill
- Festival Bonus
- Medical Insurance
- Gym Membership
- Gratuity Benefit
- Career Development Budget
- Leave Encashment
- Field Nation LLC Performance Reward
- 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.
- The opportunity to work with cross-cultural teams in the US.
- Annual performance evaluation and increment.
- Employee Transportation: Pick and Drop
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. We look to hire extraordinary people and provide them extraordinary benefits.
