Assistant Support Manager - Software/platform

Assistant Support Manager - Software/Platform

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.

Assistant Support Manager is a vital position of the Field Nation Support department that plays a key role in functional operations, target setting, decision, policy making and team development. This position involves activities of leading Support sub-groups providing the highest standards of customer service and that all company policies are ensured. This position is located in Dhaka, Bangladesh, and reports to the Support Center Manager.

What You'll Do :

Actively participate in recruiting and leading the development of Support Coordinators.

Facilitate training and coach new recruits and existing team members in accordance with business guidelines and processes.

Assist staff with the addressing difficult escalated cases when necessary

Act as a role model and lead by example for the team.

Encourage team members with constructive feedback to enhance employee engagement.

Facilitate functional and cross-functional meetings to discuss possible improvements to customer service.

Ensure optimal use of resources to achieve qualitative and quantitative targets.

Stay well informed about product and policy updates and communicate these as necessary.

Be actively involved in process changes and adjustments to operational activities.

Assist the team with UAT testing as needed

Evaluate team performance and provide feedback (work closely with QA)

Ensure regular office attendance and proper time management during office hours for maximum productivity..

Build sustainable peer-to-peer relationships through open and interactive communication.

Facilitate team-building activities to increase collaboration.

Prioritize the team's success over personal interests.

You Might Be A Good Fit If You Have:

Leadership & Team Management

Minimum 2 to 4+ years of managerial or leadership experience overseeing a team of 10+ representatives.

Proven background in technical support or customer service management.

Lead by example as a role model, motivating and supervising teams to maintain high standards.

Hold yourself and others accountable to Field Nation's mission and values.

Strong leadership, communication, and interpersonal skills with the ability to handle difficult situations tactfully.

Train and mentor team members, translating your skills to others effectively.

Facilitate training and coaching aligned with business guidelines and processes.

Monitor and report on functional and operational activities, including UAT testing.

Lead functional and cross-functional meetings to identify and implement service and process improvements.

Ensure optimal resource utilization to achieve qualitative and quantitative goals.

Evaluate team performance and provide constructive feedback.

Promote regular attendance, time management, and productivity during office hours.

Organize and facilitate team-building activities to foster collaboration.

Prioritize the team's success over individual interests.

Motivated by company and team growth.

Technical Knowledge & Learning

Bachelor's degree in Computer Science, Information Technology, or related field.

Strong technical knowledge and willingness to learn the Field Nation Platform in depth.

Willingness to use and configure complicated software.

Basic understanding of API responses.

Communication & Collaboration

Strong willingness to learn from colleagues at all levels and contribute collaboratively.

Excellent verbal and written communication skills to effectively represent Support.

Build sustainable peer-to-peer relationships through open and interactive communication.

Strong inter-departmental collaboration skills.

Collaborate with the Triage/Product (IT) team to identify and mitigate issue resolution bottlenecks.

Ability to contribute to and encourage positive relationships.

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)

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 80,000 - 120,000 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

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.