Assistant Support Manager - Software/Platform

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? 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 CoordinatorsFacilitate training and coach new recruits and existing team members in accordance with business guidelines and processesAssist staff with the addressing difficult escalated cases when necessaryAct as a role model and lead by example for the teamEncourage team members with constructive feedback to enhance employee engagementFacilitate functional and cross-functional meetings to discuss possible improvements to customer serviceEnsure optimal use of resources to achieve qualitative and quantitative targetsStay well informed about product and policy updates and communicate these as necessaryBe actively involved in process changes and adjustments to operational activitiesAssist the team with UAT testing as neededEvaluate 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 communicationFacilitate team-building activities to increase collaborationPrioritize the team’s success over personal interestsYou might be a good fit if you have:Leadership & Team ManagementMinimum 2 to 4+ years of managerial or leadership experience overseeing a team of 10+ representativesProven background in technical support or customer service managementLead by example as a role model, motivating and supervising teams to maintain high standardsHold yourself and others accountable to Field Nation’s mission and valuesStrong leadership, communication, and interpersonal skills with the ability to handle difficult situations tactfullyTrain and mentor team members, translating your skills to others effectivelyFacilitate training and coaching aligned with business guidelines and processesMonitor and report on functional and operational activities, including UAT testingLead functional and cross-functional meetings to identify and implement service and process improvementsEnsure optimal resource utilization to achieve qualitative and quantitative goalsEvaluate team performance and provide constructive feedbackPromote regular attendance, time management, and productivity during office hoursOrganize and facilitate team-building activities to foster collaborationPrioritize the team’s success over individual interestsMotivated by company and team growthTechnical Knowledge & LearningBachelor’s degree in Computer Science, Information Technology, or related fieldStrong technical knowledge and willingness to learn the Field Nation Platform in depthWillingness to use and configure complicated softwareBasic understanding of API responsesCommunication & CollaborationStrong willingness to learn from colleagues at all levels and contribute collaborativelyExcellent verbal and written communication skills to effectively represent SupportBuild sustainable peer-to-peer relationships through open and interactive communicationStrong inter-departmental collaboration skillsCollaborate with the Triage/Product (IT) team to identify and mitigate issue resolution bottlenecksAbility to contribute to and encourage positive relationshipsPosition Type/Expected Hours of Work:This is a full-time, hybrid position, We come into the office on Mondays & TuesdaysShift: 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 MonthlyWhy we think you'll love it here:Mobile billGym MembershipMedical InsuranceFestival bonusPerformance Reward BonusGratuity benefitLunch/Dinner Facilities: Fully SubsidizedSound work-life balance - Regular working hours: 8 hours/day, 5 days a weekFriendly work environment. Flexible leave/vacation policyA great learning opportunityOpportunity to work with cross-cultural teams with the USAAnnual performance evaluation and incrementSemi-annual reflection opportunities - because growth is the name of the gameEmployee Drop Off - we’ve got your commute coveredWhy 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.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.