The Role
The Marketplace Resolution Associate manages escalated cases from support, conducts risk assessments, fraud investigations, and ensures compliance within the marketplace.
Summary Generated by Built In
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?
The Marketplace Resolution Associate serves as the first escalation point when the Customer Support Team is unable to resolve an issue. We are seeking a confident problem-solver who can accurately follow processes and identify/address potential risks within our marketplace as they occur. This position offers the chance to work in a fast paced, collaborative environment where you’ll drive mission-critical responsibilities. As your knowledge and skills grow, so will your career. This position is located in Uttara, Dhaka, Bangladesh, and reports to the VP of Customer Support and Resolution located in the US.
What you’ll 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 50,000 - 70,000 (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.
Top Skills
Salesforce Service Cloud
Zendesk
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The Company
What We Do
Field Nation is the complete field service marketplace and project management solution that connects businesses and contingent workers. We enable companies to find, hire and pay service technicians when - and where - there is work to be done. Field Nation serves as a catalyst for growth and ensures successful collaborations in today’s rapidly changing world of work.
