Customer Success Specialist (Night Shift)
Dhaka
Customer Success /
Full-time /
Hybrid
Why this role is important to Field Nation:
This role is important because it is the engine of scalability for our Customer Success team. The Customer Success Specialist allows us to efficiently manage the day-to-day needs of our broad customer base, ensuring a high standard of service that fosters loyalty and growth. By mastering our systems and processes in this role, you not only support our immediate business needs but also help build a strong, internal talent pipeline, ensuring Field Nation is well-equipped with skilled Customer Success Managers for years to come.
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.
- Renewal Management Support: Track and manage upcoming renewals. Schedule calls for buyers with Customer Success Managers (Scaled).
- Compliance Support: Manage internal follow-up on compliance notifications.
- Account Monitoring Assistance: Assist in identifying and reporting account anomalies and risks to the Customer Success team.
- Data and Reporting Support: Facilitate data and reporting requests for Customer Success Managers on an ad-hoc basis. Assist in the creation of Executive Business Review (EBR) presentations.
- System and Data Management: 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 touch points. 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. Leverage data literacy to identify trends, make correlations, and analyze data for actionable insights.
- Operational Support: Coordinate internal and external meetings. Respond to and follow up on support escalations and requests for assistance.
What you’ll need:
- 1-2 years of experience in proactive Customer Success or Account Management, focusing on strategic client relationships and value creation; alternatively, 4+ years in a customer-facing role in reactive support or service delivery. Ideal candidates will have prior experience with a US firm.
- Excellent written and verbal communication skills, with a focus on clarity and professionalism.
- Proven ability to analyze data to identify trends, make correlations, and find actionable insights.
- 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.
