Marketplace Resolution Associate

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