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?
As Field Nation's support organization scales, we're investing in technology that makes support faster, more consistent, and more scalable - AI agents that assist with QA and case handling, a modern phone system, and documentation that's accurate enough to power AI agents. This role plays a key supporting part in that transformation, partnering closely with the Salesforce admin and the Enablement Lead to help implement and validate the AI and systems our support team relies on day to day, and documenting how the Field Nation platform actually works so that both our support reps and our AI tools are working from accurate, current information. This is a hands-on role for someone who wants to sit at the intersection of support operations, AI/automation, and technical writing. This position is located in Uttara, Dhaka, Bangladesh and reports to the Customer Support Enablement Lead located in the U.S.
AI Agent Support: Support the implementation and configuration of AI agents used for QA review and case handling, by testing workflows, validating outputs against quality standards, and flagging issues for correction.
Phone System Rollout Support: Support the implementation of a new support phone system - including testing, documentation, and helping train the support team on the new system.
Content & Knowledge Management: Write and maintain technical documentation of platform functionality, ensuring content is accurate and current so it can serve as a reliable knowledge source for AI agents.
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.
Process Improvement: Identify opportunities to reduce support effort and resolution times through automation and new technology, and recommend actionable enhancements.
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.
Project Support: Assist the Enablement Lead with the implementation and rollout of new systems, tools, and processes, ensuring smooth adoption by the Customer Support team.
Cross-Functional Collaboration: Partner with Product, Engineering, and Support leadership to test and launch tooling and systems that affect the support organization.
Experience: 1+ years of experience in a role involving systems implementation, process documentation, technical writing, QA, or support operations. Experience with AI tools, chatbots, or automation platforms is strongly preferred.
Technical Acumen: Natural curiosity to learn new software and systems, coupled with the ability to help configure them and clearly document how they work.
Documentation & Detail: Strong technical writing skills and a deep passion for accuracy.
AI & Automation Familiarity: Working knowledge of or strong interest in AI agents, chatbots, or automation tools in a support, QA, or operations context.
Communication: Exceptional English speaking and writing skills, with the ability to translate complex technical information into simple, clear instructions.
Project Management: Demonstrated ability to juggle multiple concurrent technical projects and support workstreams against deadlines in a fast-paced, high-growth environment.
Platform Knowledge: A deep working knowledge of the Field Nation platform.
This is a full-time, hybrid position. We come into the office on Mondays & Tuesdays for team building.
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 60,000 - 80,000 (Monthly)
At Field Nation, we believe great work deserves great support. Here’s a snapshot of the benefits designed to reward performance, support well-being and create an enjoyable workplace experience.
1. Compensation & Financial Rewards
Because hard work should feel like winning.
Field Nation LLC Performance Reward – Because every citizen of Field Nation deserves a stake in the win!
Festival Bonus – Celebrate the big festivals with some extra cheer (and cash!).
Referral Bonus – Incentives for successful employee referrals.
Gratuity – Honoring your long-term dedication
Leave Encashment – Opportunity to encash unused annual leave balance at year-end.
2. Health & Wellness
Your body, mind, and family matter.
Medical Insurance – Comprehensive health coverage for employees and their immediate family (spouse and children).
Gym Membership – Stay fit, active, and energized.
3. Daily Operations & Office Perks
Complimentary Lunch / Dinner – Because good work needs good food.
Unlimited Tea & Coffee – Keep the energy flowing.
Transportation – Helping you get to work hassle-free.
Mobile Data Allowance – Allowances to ensure connectivity.
4. Professional Development
Career Development Budget – Dedicated funds for professional learning and growth.
5. Culture, Events & Time Off
Fostering work-life balance and strong team connections.
Work Model: Hybrid (2 days in-office, 3 days remote per week) – balance is key.
Summer & Winter Field Weeks – Two annual team retreats to connect, collaborate, and recharge.
Quarterly Team Outing Budget – Enjoy exciting activities and quality time with your team to bond, relax and celebrate together.
Occasional Gifts – Surprises and gifts to celebrate milestones & welcome new faces.
Leave Benefits:
Paid Time Off – Take the time you need! Covers annual, casual, and sick leave so you can recharge and come back ready to shine.
Hajj/Umrah Leave
Maternity Leave
Paternity Leave
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.
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