Customer Resolution Specialist

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 that depend on us. 

Why this role is important to Field Nation:

Being part of our Tier 2 Support Team as a Customer Resolution Specialist, you’ll swiftly address escalated marketplace conflicts to maintain community harmony. This role offers an exciting opportunity in a dynamic environment, reporting directly to the VP of Customer Support.

What you’ll get to do in this role:

• Serve as the primary escalation point for Tier 1 support team, handling complex issues and ensuring prompt resolution.
• Mediate critical disputes among users and address escalations from or to the executive team, including account suspensions if needed.
• Mentor team members, maintain updated process documentation, and collaborate with other departments to ensure consistent feedback and aligned solutions for users.

You may be a good fit if you have:

• 3+ years experience in customer support, sales, or related fields, with a focus on customer service.
• Skilled in remaining neutral and representing the organization positively in challenging situations as a mediator.
• Ability to navigate standardized processes while also making judgment calls in ambiguous situations, with experience in conflict resolution and negotiation.

Why we think you’ll love it here:

• Unlimited paid time off
• Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
• Individualized growth and development plans
• Strong values around work/life balance
• Community involvement opportunities
• Competitive benefits: medical, dental, vision, paid parental leave & 401k
• Exposure to cutting edge technologies to solve meaningful problems

Come as you are:

At Field Nation, we believe work is about more than checking the right boxes. If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you! We review all applications and may even have another open position where you are the perfect fit.

Field Nation offers a flexible, highly collaborative, hybrid work environment. We are looking for people to join our high performance culture in the states of Minnesota, Wisconsin, Texas, Georgia, Nebraska, North Carolina, South Carolina, Ohio, Arizona, Washington, Oregon, Michigan, Illinois, Kansas, Virginia, Indiana and Kentucky.

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