Job description

The client is a software platform streamlining the supply chain for the cannabis industry. Many of the top cannabis brands and distributors across the United States use our software to manage their entire operation and stay compliant with the state-selected track and trace system. We are growing rapidly with over $1B in transactions per year passing through our platform and are in a unique position to redefine trade in the growing cannabis industry. Our investors include Felicis Ventures, Global Founders Capital, Poseidon Asset Management and Village Global who have funded companies such as Shopify, Cruise, HelloFresh, Facebook, Slack, Opendoor, Warby Parker, Gusto, and more.

You will be working closely with the customer success team and take ownership over making sure our customers are able to use our software to its fullest to stay compliant and efficient in the cannabis industry. You are passionate about helping people and customer-obsessed. You enjoy and are exceptional at building relationships. You thrive working with a positive team and staying organized. You get excited about the success of the clients customers that will in turn help them build a thriving business in a fascinating growing market.

We will actively enable you to reach your career goals and grow with us. We are constantly learning and solving real problems for the cannabis industry. We will actively enable you to reach your career goals and grow with us. The success of this industry matters!

This is a remote full-time opportunity. Must be willing to work US business hours.

THINGS YOU MAY WORK ON

Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales
Responding to support tickets and identifying their issues
Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem
Making video recordings of solutions for customers to have them watch
Jumping on the phone with customers to debug issues
Identifying common questions that should have a knowledge base article and helping us create that article
Master the tools we use in-house (i.e. Hubspot, Intercom)

DESIRED EXPERIENCE

A strong desire to learn and succeed in supporting cannabis operations
Excellent written communication skills
Comfort on the phone, strong email writing skills, and happy to handle objections
A good sense of humor and desire to have fun
Be willing to work specific hours to provide support coverage to our customers
Prior experience taking calls directly from customers in a technical support capacity
The ability to write about technical subjects clearly in a non-boring style
Proposes solutions, doesn't just point out problems
Proven to leverage tools to help solve problems i.e excel, software, etc.

PREFERRED NOT REQUIRED

Previous CRM experience, Hubspot is a plus
Experience in the cannabis industry or experience in supply chain, production or management, inventory management.
Previous SaaS support experience
Hands-on experience managing customer issues through ticketing solutions (such as Intercom)
Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

Required profile