Responsibilities
- Engage with and reach out to Providers and Service Companies throughout their customer journey, based on the current company strategy.
- Deliver exceptional customer service and support through support cases, phone, Community, and other customer-facing channels, regarding best practices, escalated issues, and various provider experience and marketplace initiatives.
- Address Provider concerns about the accuracy of their reputation metrics by improving understanding, building trust, and encouraging best practices that drive reliability and higher service quality across the marketplace.
- Promote marketplace quality and product adoption through clear guidance and education on the platform, while also understanding and removing any barriers.
- Work with the Manager and Content team to help develop and curate content for provider education campaigns, Provider Community, and other communication channels.
- Collaborate cross-functionally with Support, Marketing, Product, Engineering, and other teams to ensure a positive Provider experience with the product.
- Moderate user-generated content in the Provider Community to keep discussions productive and engaging for all. Escalate heated discussions and valuable feedback to the Manager.
Requirements
- Excellent Communication: Fluent English (speaking, reading, and writing) is essential for regular interaction with US team members, providers, and buyers.
- Team Player: Ability to collaborate effectively with other Field Nation teams, including Marketplace Provider, Marketing, and Product.
- Strong Work Ethic & Positive Attitude: A 'can-do' attitude and the ability to work well under pressure and handle challenging customer interactions are essential.
- Night Shift Commitment: Must be committed to working night shift hours.
- Call Confidence: Comfortable making and receiving calls, and working in a fast-paced environment.
- Tech Savvy: Proficient with Google Suite tools.
Nice to Have
- Experience in Content Moderation is a plus.
Benefits
- Field Nation LLC Performance Reward
- Festival Bonus
- Referral Bonus
- Gratuity
- Leave Encashment
- Medical Insurance
- Gym Membership
- Complimentary Lunch / Dinner
- Unlimited Tea & Coffee
- Transportation
- Mobile Data Allowance
- Career Development Budget
- Hybrid Work Model
- Summer & Winter Field Weeks
- Quarterly Team Outing Budget
- Occasional Gifts
- Paid Time Off
- Hajj/Umrah Leave
- Maternity Leave
- Paternity Leave
Work Arrangement
Hybrid
Additional Information
- Fluent English (speaking, reading, and writing) is essential for regular interaction with US team members, providers, and buyers.
- Must be committed to working night shift hours.
- Working hours generally range from 8pm-5am (can vary due to daylight savings in the U.S.)
