Leaf Trade is the leading B2B marketplace between licensed wholesalers of cannabis products and dispensaries in the highly regulated cannabis markets. Leaf Trade streamlines order management and fulfillment by providing a CRM, essential integrations, and other enterprise tools that save time and help grow cannabis businesses. To learn more about Leaf Trade, visit
www.leaf.trade.
About the Role
Leaf Trade is looking to hire a Customer Solutions Representative (CSR) who will provide professional customer service that consistently meets or exceeds Company standards and customer expectations. The position is responsible for creating an effortless customer experience by answering questions about products, orders and services available through Leaf Trade’s e-commerce platform.
The CSR will interact with multiple customers over the phone, emails, and online on a daily basis and perform sales and product/order inquiry transactions. You are responsible for driving adoption based on the customer’s individualized requirements and you love solving problems. You will work closely with the Sales and Product teams to understand account health and identify any product or contract retention risks so the company can proactively support customers in meeting their goals.
Leaf Trade is in a unique position to leave a large footprint in the emerging Cannabis industry. As an early hire of a fast growing startup, the individual should have a strong entrepreneurial spirit and a whatever-it-takes mentality to help the company grow quickly and sustainably. The candidate must have a successful track record of on-boarding new clients, educating them on feature releases, contributing to the retention process and ensuring the resolution of any issues.
Responsibilities
- Provide world class customer service
- Field support calls, chat, and emails from users about our product offerings
- Identify end-user challenges or requests and proactively connect with Leaf Trade’s Subject Matter Experts (SME’s)
- Identify potential upsell opportunities within current accounts
- Provide oversight of specific initiatives, such as new product configuration/on-boarding, upgrades etc.
- Has excellent written and oral communication skills and can interface with other departments in the company including: Executive Leadership, Sales, Product Management
- Act as an internal customer advocate working closely with leadership to foster a company wide culture of customer success
Requirements
- Bachelor’s Degree
- 2+ minimum years experience as Customer Success Manager, Customer Experience Lead, and/or Client Engagement Manager
- Working knowledge of IT/Business infrastructure
- Aptitude in decision making and problem solving
- Strong communication skills including setting goals and objectives
- Excellent writing skills, both to customers and internal staff
Desired Skills & Attributes
- 2+ years working with agile software development teams
- You are a team-player, but you also thrive working autonomously
- Excellent ability to multitask and prioritize workload
- Acute attention to detail and excellent listening skills
- You absolutely love talking to people on the phone and in person
- Knowledge of the cannabis industry is a plus, not required
Benefits
- Competitive salary and meaningful equity
- Health insurance
- Vacation days, sick days, and corporate holidays
- Complimentary gym membership
- Fast growth environment with potential for quick upward mobility
- Vibrant company culture within a casual environment