Customer Support Enablement Associate

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?

Ensuring our internal customer support teams have all the training and tools they need to successfully execute simple and effective processes is critical to the success of our growing marketplace. In this role, you'll be instrumental in ensuring our internal knowledge, processes, and training materials are accurate, accessible, and up-to-date. This role is a vital link between process changes, product updates, and the front-line support staff, directly impacting their efficiency and the overall customer experience. This position is located in Uttara, Dhaka, Bangladesh and reports to the Customer Support Enablement Lead located in the U.S.

• The successful candidate will own and drive the following initiatives:
• Content & Knowledge Management: Serve as the primary owner for updating and maintaining Support's knowledge platforms (e.g., Confluence, Seismic, Process Change Log) as processes and products evolve.
• Training Development: Create new and maintain existing training materials in the Learning Management System (LMS) to ensure all team members have access to required training, focusing on clarity and ease of use.
• Process Improvement: Continuously review and analyze internal processes to identify opportunities for efficiency improvements and recommend actionable enhancements that reduce support effort and decrease resolution times.
• Resource Creation: Build and maintain resources, such as playbooks and quick-reference guides, that proactively address common issues and reduce the overall number of support cases.
• Project Support: Assist the Enablement Lead with the implementation and rollout of new systems, tools, and processes, ensuring smooth adoption by the Customer Support teams.
• AI Performance Monitoring: Routinely audit and validate the accuracy and output of AI and automation tools deployed within support workflows, ensuring adherence to quality standards and providing actionable feedback for continuous improvement.
• Support Data Integrity: Maintain the accuracy and consistency of essential support metrics and reporting within Salesforce by performing regular data audits and validating critical input fields for reliable business intelligence.
• Cultural Advocacy: Foster a culture of empathy and customer-centricity, demonstrating a genuine passion for improving the support experience for all internal and external users.

• Experience: 1+ years of experience in a role focused on training, knowledge management, technical writing, process documentation, and/or customer service enablement. (Quality assurance experience is a plus)
• Documentation & Detail: Previous experience developing and documenting internal policy/processes. A deep passion for accuracy and detail while having a high level of responsibility and ownership for published content.
• Technical Acumen: Natural curiosity to learn new software, coupled with the ability to clearly articulate and document how it works and its impact on users.
• Communication: Exceptional English speaking and writing skills are non-negotiable, with the ability to translate complex technical information into simple, clear instructions.
• Interpersonal & Organizational Skills: Excellent interpersonal skills and enjoys "connecting the dots" for others. Strong analytical, organizational, and problem-solving abilities.
• Work Style: Demonstrated time management skills and the ability to multitask and prioritize projects based on deadlines. Comfortable thriving in a fast-paced, high-growth technical environment.
• Domain Knowledge (Plus): Knowledge of the Field Service industry or experience working within a marketplace environment is a plus.

• 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.)

• Uttara, Dhaka, Bangladesh (Hybrid)

• BDT 45, ,000 (Monthly)

• 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.