Marketplace Resolution Associate at Field Nation

Dhaka, Dhaka Division, Bangladesh

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketplaceIndustries

Requirements

2+ years experience leading within customer support, sales, fraud investigation, or related role frequently communicating with users (marketplace or dual-customer experience a plus)
Strong investigative skills with a natural curiosity to detect and escalate red flags
Keen ability to build rapport and influence users to respond and take swift action
Strong English writing and verbal skills via messages and phone
Ability to effectively execute repetitive processes accurately while bringing new ideas for efficiency
Proven ability to exercise sound judgment, remain neutral, and resolve high-stakes escalations with fairness
Skilled in pattern recognition, problem-solving, and delivering accurate solutions in high-pressure environments
Capable of building trust, maintaining composure in high-stress situations, and displaying empathy
Proficient with support CRMs (e.g., Salesforce Service Cloud, Zendesk) and strong cross-functional collaboration skills
Comfortable operating in structured processes while making sound judgment calls in ambiguous situations
Ability to positively represent the company in challenging situations with professional presence
Resilience to handle intense mediations without impacting personal well-being or job performance

Responsibilities

Manage and resolve escalated cases from Tier 1 support, including account updates/deactivations, approval assistance, and 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 taking appropriate action (e.g., access restrictions or deactivation) based on findings
Assist MR Team by investigating user-reported events to detect and address high-risk users, ensuring marketplace integrity and protecting organizational risk exposure

Skills

Key technologies and capabilities for this role

customer supportcase managementrisk assessmentfraud investigationcompliancelegal documentation reviewaccount managementescalation handlingproblem-solving

Questions & Answers

Common questions about this position

What is the location for this Marketplace Resolution Associate position?

This position is located in Uttara, Dhaka, Bangladesh, and reports to the VP of Customer Support and Resolution located in the US.

What experience is required for this role?

Candidates need 2+ years leading within customer support, sales, fraud investigation, or related role frequently communicating with users; marketplace or dual-customer experience is a plus.

What key skills are needed for the Marketplace Resolution Associate?

Strong investigative skills, English communication (writing and verbal), process execution, judgment and integrity, and analytical skills including pattern recognition and problem-solving are required.

What is the work environment like at Field Nation?

The role offers a fast-paced, collaborative environment where you'll drive mission-critical responsibilities, with opportunities for career growth as your knowledge and skills develop.

What makes a strong candidate for this position?

A confident problem-solver with 2+ years of leadership experience in customer support or related fields, strong investigative and analytical skills, excellent English communication, and the ability to exercise sound judgment in high-pressure situations.

Field Nation

Connects businesses with freelance technicians

About Field Nation

Field Nation connects businesses with skilled freelance technicians for on-demand work orders, primarily in the United States. The platform allows companies to manage their workforce efficiently by accessing a large network of pre-vetted professionals based on location and specific skills. Businesses can post work orders, and technicians can bid on them, with Field Nation earning a fee from each completed order. This model helps companies save costs and maintain flexibility in staffing. With 1.4 million work orders completed annually and a 98% success rate, Field Nation ensures quality through a rigorous vetting process. The platform also provides tools for businesses to create custom profiles and build trusted teams, along with industry insights to help improve operational efficiency. Field Nation's goal is to optimize field operations for businesses by providing a reliable way to connect with top talent and enhance service delivery.

Minneapolis, MinnesotaHeadquarters

2008Year Founded

$58.5MTotal Funding

EARLY_VCCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Unlimited Paid Time Off

Paid Vacation

Health Insurance

Dental Insurance

Vision Insurance

Paid Parental Leave

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

Risks

Increased competition from platforms like Upwork and Fiverr threatens market share.

AI-driven platforms may reduce the need for traditional FMS platforms.

Changes in labor laws could impact Field Nation's business model and increase costs.

Differentiation

Field Nation connects businesses with skilled freelance technicians for on-demand work orders.

The platform offers a 98% success rate through rigorous vetting of technicians.

Field Nation provides industry insights and case studies to demonstrate successful scaling.

Upsides

Increased demand for flexible work solutions drives growth in freelancer management systems.

Technological advancements enhance efficient matching of freelancers with job opportunities.

Partnerships with industry-specific service providers improve client satisfaction.

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