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Bringing trust and transparency to wholesale cannabis

Client Support Manager

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About Confident Cannabis

At Confident Cannabis, we’re solving the biggest problem in legal cannabis: wholesale trade is way too hard. Thousands of businesses buy and sell from each other every day, but no one knows what’s being made, who makes it, or what it’s made of. Plus, the compliance burdens to transact are cumbersome and getting worse.

To solve this problem, we're building the only online B2B wholesale platform used by verified legal/licensed businesses to discover & market inventory tested by third-party labs, with the deepest supply and most-robust compliance and logistics management features in the industry. For the first time, legal cannabis producers, processors, distributors, and retailers can confidently and securely find what's being made, who makes it, and what it's made of. Nationwide. In real time.

Confident Cannabis empowers thousands of producers to stand out from the crowd to sell more at higher prices, and helps thousands of manufacturers & retailers cut through the clutter to buy exactly what they need when they need it - all with automated compliance features built right in.

Overview

Our Client Support Managers are our front-line point of contact to the people we serve. Our Client Support team is a central part of the way we operate, not only responsible for successfully onboarding, retaining and up-selling our clients, but also informing our product and engineering team on how to improve our platform.



Responsibilities
* Engage directly with our clients, especially our lab partners, as our first line of contact via phone, email, and chat.
* Manage and improve upon our support ticketing system Zendesk, our phone system, and our after-hours call services.
* Ensure client success by driving adoption, increasing in-app client activity, and sharing best practices.
* Learn about and understand our clients' objectives and help them achieve their goals while being mindful of the Confident Cannabis mission.
* Be a constant and constructive advocate for our clients across the company, using all available resources from our sales, marketing, product, and engineering teams to ensure client success.
* Assist the sales and account executive teams with the onboarding of our laboratory and wholesale clients.
* Suggest and implement ways to improve our client satisfaction ratings and streamline our onboarding processes.
* Measure, report and improve our client happiness and revenue KPIs to inform team decision-making and product roadmap.
* Establish direct personal relationships with many of our clients.
* Maintain consistent and impressive customer satisfaction and net promoter scores in order to build external fans and advocates.

Qualifications
* 3+ years of experience in customer support and success roles showing increasing levels of responsibility and task complexity.
* Experience working in a medium- to high-volume SMB or marketplace startup; working with laboratory or research-based clients a plus but not required.
* Impressive track record of high customer retention and growth.
* Quick study in subjects that are novel or unfamiliar; resourcefulness to answer questions where there is no obvious answer.
* Attentive and patient listener, empathetic to client needs, excellent interpersonal skills.
* Ability to ask thoughtful, insightful questions to uncover underlying source of problems.
* Impeccable written and verbal communication skills.
* Ability to prioritize, multi-task, and manage multiple small projects simultaneously.
* Strong organizational skills and attention to detail.
* Endless positivity, especially during and after challenging conversations.
* Creative, strong problem solving skills; adaptability is critical.
* Ability to exercise good judgement and improvise quickly in stressful situations.
* High proficiency using computers and modern web applications.
* A passion for fostering a sustainable and vibrant ecosystem in which every ethical cannabis business thrives.

If you want to bring joy to hard-working cannabis entrepreneurs and operators at a high-growth, well-funded cannabis company, this job is for you.

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