What you’ll get to do:
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.
You might be a good fit if you have:
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.
Position Type/Expected Hours of Work:
- 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.)
Office Location:
- Uttara, Dhaka, Bangladesh (Hybrid)
Salary Range:
- BDT 60,000 - 80,000 (Monthly)
Why we think you'll love it here:
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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