CLIENT SUCCESS EXECUTIVE (USA)

Be the voice a USA client trusts for a fast-scaling, USA-based BPO services company backed by Magpie Nest Group.

ROLE

This role exists to make sure every USA client who calls, emails, or messages in gets a response that sounds like it came from someone who gets their world, not a script read by someone who's never set foot near it. You are the front line of trust for a USA client operation: inquiries, complaints, service requests, account coordination. Everything runs through you first.

This isn't a role for someone who merely tolerates American culture to get through a shift. It's for someone who's genuinely absorbed it, through film, TV, sports, or gaming, and can talk to a client in Ohio or Texas without a beat of hesitation, because the references, the tone, and the rhythm of the conversation already feel familiar.

This is a hands-on, high-volume communication role. You're on calls and tickets every night, logging everything, chasing resolutions, and making sure nothing falls through the cracks between the USA team and Bangladesh operations.

RESPONSIBILITIES

• Handle inbound and outbound calls, emails, and platform messages with USA clients and suppliers with professionalism and empathy
• Provide real-time support on client inquiries, complaints, service requests, and account-related questions
• Log every interaction accurately in the CRM/internal database; nothing lives only in your head
• Act as the coordination bridge between the USA team and Bangladesh-based operational departments
• Track unresolved cases to closure; follow up until they're actually done, not just marked “in progress”
• Prepare regular summaries of client feedback and recurring issues for leadership
• Escalate anything genuinely stuck to a supervisor promptly, not after it's already a complaint

REQUIREMENTS

• A/O Levels, IELTS Speaking Band 7.5, with a Bachelor's degree as an added advantage from a reputed university
• 1+ year of experience in client communication, customer service, or a client-facing role. Freshers are welcome as well.
• Excellent command of spoken and written English; fluent, natural, and unaccented in writing
• Genuine cultural fluency with the USA, built through consistent exposure to American movies, TV shows, sports, or even video games (if you can picture a USA city's layout, slang, and pace from having watched or played it, that's exactly the instinct this role needs)
• Tech-savvy: comfortable with Google Workspace, CRMs, and call systems
• Comfortable with night shifts and sustained USA-time zone work
• Calm under pressure, with sharp attention to detail

RESULTS

• USA clients get a response that feels local in tone, even though it's delivered from Dhaka
• Every interaction is logged, every unresolved case is tracked, and nothing sits unaddressed past its follow-up window
• The USA team gets clean, accurate handoffs instead of having to re-explain context
• Recurring client issues get surfaced to leadership before they become patterns nobody caught
• Clients build trust in the brand specifically because of how they're spoken to, not despite it

CORE VALUES

The right person for this role holds these personally, not as slogans, but as how they actually operate.

Fluent in America, Not Just English

You don't just speak the language; you know the culture behind it. Sunday football, a Marvel reference, a mental map of a USA city from a show or a game: these aren't trivia; they're the difference between sounding like a script and sounding like a person the client already trusts.

Growth Without a Ceiling

You're here to build a long career, not clock a shift. Loyalty and ambition aren't in tension here; the people who grow fastest are the ones who stay.

Say It Straight

Flag the unresolved ticket, the client who's about to escalate, the process that isn't working, early and plainly. Problems don't shrink when you stay quiet about them.

Own It to the Close

A case isn't done because you replied. It's done when it's actually resolved. Follow through until it is.

SCHEDULE & LOCATION

• Monday to Friday, 8:30 PM – 5:30 AM (Dhaka), aligned to USA business hours (PST)
• Full-time, on-site at Magpie Nest Group HQ, Banasree, Dhaka

SALARY & BENEFITS

• Saturday and Sunday weekends
• Two annual festival bonuses
• Annual performance appraisal & salary review
• Health Insurance
• Parental and compassionate leave
• Complimentary tea/coffee
• Indoor/outdoor team activities
• Supportive, friendly working environment
• Continuous learning and development opportunities

APPLICATION DETAILS

Submit your updated resume and a brief cover letter explaining why you're the right fit, including your experience with USA clients or English-speaking environments, and what's given you a genuine feel for American culture (a show, a sport, a game, anything real).

Email Subject: Application – Client Success Executive (USA)

We particularly encourage applications from candidates who've spent real time immersed in American media, sports, or gaming; that instinct for the culture is exactly what makes a client feel like they're talking to someone who understands their world.