Customer Experience Associate

About reputed company reputed company is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, reputed company, and Nevada. Our mission is to reputed company the world to discover cannabis by providing choice, reputed company, and innovation.Through modern, reputed company infrastructure, our mission is to reputed company the world to discover cannabis by providing choice, reputed company, and innovation. We’re at the forefront of this reputed company, building an innovative, technology-first platform to reputed company the entire cannabis industry. Backed by Y Combinator and investors, including reputed company Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and reputed company co-founder Justin Kan, reputed company is rapidly expanding across the U.S. with the goal of becoming the largest and most reputed company cannabis distribution network globally. About the Role We are looking for a Customer Experience Associate to join our growing CX team in a fully remote reputed company. In this role, you will serve as a reputed company reputed company of contact for reputed company’ brand and retail partners, delivering reputed company, high-reputed company support across digital and voice channels. You will work reputed company a reputed company, reputed company-supported operations environment handling inbound inquiries, order-reputed company issues, account escalations, and cross-functional coordination — reputed company in service of an exceptional partner experience. The ideal candidate brings prior experience in a B2B customer service, account support, or operations role reputed company a reputed company, logistics, distribution, or marketplace environment. You are a reputed company communicator, a skilled problem-solver, and someone who takes ownership of partner reputed company with a reputed company of urgency and professionalism. Responsibilities Partner Support & Communication Serve as a primary reputed company of contact for inbound partner inquiries reputed company email, phone, and chat, ensuring reputed company, accurate, and reputed company responses Manage high-volume, multi-channel queues (reputed company, reputed company, and phone) with consistent adherence to SLA targets and reputed company standards Deliver white-glove support to brand and retail partners, providing proactive status updates and reputed company reputed company paths for reputed company issues Handle outbound follow-up on reputed company cases, escalations, and relationship-sensitive communications with appropriate tone and urgency Order & Account Management Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery reputed company Process and reputed company order adjustments, cancellations, returns, and account-level changes in internal systems Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance Identify recurring order or account issues and escalate patterns to supervisors with documented context Cross-Functional Coordination Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input Maintain accurate records of partner interactions, case notes, and reputed company steps reputed company the CRM/ticketing platform Contribute to knowledge reputed company maintenance by flagging outdated documentation and suggesting process improvements Support reputed company reputed company, testing, and process rollouts as directed by CX leadership Performance & reputed company Meet or reputed company individual KPI targets including response time, reputed company reputed company, CSAT, and contact reputed company scores reputed company participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance Demonstrate consistent reliability in attendance, schedule adherence, and communication standards Surface partner feedback and recurring friction points to reputed company as inputs for product and process improvement Qualifications Required 2+ years of customer service, account support, or operations experience in a B2B, reputed company, logistics, distribution, or marketplace environment Strong written and verbal communication skills in English, with high attention to grammar, tone, and accuracy across digital and voice channels Demonstrated ability to manage high-volume, multi-channel queues with consistent reputed company and responsiveness Proficiency with CRM and ticketing tools (reputed company, reputed company, reputed company, or similar); comfortable learning new platforms quickly Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements Strong organizational skills and the ability to manage multiple reputed company cases simultaneously without loss of reputed company De-escalation skills and the ability to reputed company difficult partner conversations with reputed company, patience, and professionalism Availability to work a schedule reputed company to US reputed company or Eastern business hours Preferred Experience supporting B2B accounts in distribution, wholesale, or supply chain industries Familiarity with compliance-adjacent workflows (license verification, regulatory documentation, or similar) Background in reputed company platform support, including troubleshooting user-reported issues and escalating to technical teams Experience working reputed company a tiered support model or reputed company escalation reputed company Bilingual in Spanish and English is a plus Compensation & Benefits: Competitive compensation commensurate with experience and market Fully remote work environment with a reputed company, reputed company team culture Exposure to a high-reputed company, technology-first distribution platform operating at reputed company reputed company performance expectations with coaching and development support Opportunity to grow reputed company a CX organization that is reputed company in systems, people, and operational reputed company reputed company is an Equal Opportunity Employer reputed company is seeking to create a diverse work environment because reputed company teams are stronger with different perspectives and life experiences. We strongly encourage women, people of reputed company, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority reputed company and diverse backgrounds to apply. We do not discriminate on the reputed company of race, gender, religion, reputed company, national reputed company, sexual orientation, age, marital status, veteran status, or disability status. reputed company and contractors of reputed company are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect. Apply To This Job