Specialist II, Customer Operations

Job Description

Specialist II, Customer Operations

Overview:

As a Specialist II, Customer Operations at Weedmaps, you will be responsible for ensuring that our end users are able to successfully utilize all aspects of our platform with a focus on safety and security. Your passion for the marijuana industry coupled with your technical mastery of our products will allow you to resolve issues thoughtfully through email, phone, and chat to guarantee that experience for each end user is positive, helpful, and secure.

In addition to working with our site users you’ll also have the opportunity to work directly with our internal technology teams to troubleshoot and report bugs that end users find on the website, mobile browser, or apps.

This position requires superior written and verbal communication skills.

Our team provides 24/7 support, so you must be willing to work a rotating shift and flexible schedule including nights, overnights, weekends, and holidays.

The impact you'll make:

• Field and efficiently diagnose customer reported technical, pre- and post-sales issues via phone, email, and chat
• Provide clear, professional, & friendly communications to both end users and internal Weedmaps contacts throughout the troubleshooting process until resolution
• Efficiently escalate issues internally in the event the issue cannot be resolved via normal troubleshooting steps
• Assess content against Weedmaps policies and flag issues that may require additional review
• Create and update shared support knowledge base with documentation that will be used across the full Customer Operations team
• Take on subject-matter ownership of assigned products or areas and communicate back updates from cross-functional meetings to the Customer Operations team
• Train new team members and serve as a first point of escalation for questions about team policy and process
• Serve as a customer advocate internally to ensure that product expectations are not only met, but exceeded, in a timely manner

What you've accomplished:

• 4+ years experience in technical customer service/support role
• High level of interpersonal communication skills, both written and verbal
• Efficient organizational skills and the ability to multi-task and prioritize in a high-volume, fast-paced environment
• Capable of quickly adapting to new responsibilities and meeting new expectations in a rapidly growing company and industry
• Ability to work independently with systematic troubleshooting techniques, judgment and problem solving skills
• Positive attitude and eagerness to work in a fast-paced, high-growth environment

Bonus Points:

• A passion for the cannabis industry and the desire to develop the culture
• Experience with Salesforce, Jira, or other ticketing systems
• Experience with Gmail & Google Suite
• Experience writing internal and customer-facing documentation

Our Benefits:

• 100% employee covered Medical, Dental, and Vision benefits AND 80% dependent covered Medical, Dental, and Vision benefits
• HMO (California residents only) and PPO option offered through United Healthcare
• 401(k) Retirement Plan: 100% match on the first 1%. 50% match from 2-6% of employee contributions
• 3 weeks PTO (accrued) and 5 sick days (immediate)
• Supplemental, voluntary benefits: accident insurance, short and long term disability, flexible spending accounts, life Insurance, critical illness insurance
• Basic Life/AD&D (Accidental Death and Dismemberment)
• 11 company holidays
• Catered lunch and snacks provided while working in the office
• Corporate events
• All the equipment that you need to get your work done
• Casual work environment, read “no suit and tie required”, but you are free to dress to the nines

Weedmaps is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. We are looking for the smartest and most passionate people who want to join our team and develop the services, systems, and marketplaces that will serve the marijuana industry in the decades to come. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

About Weedmaps:

Founded in 2008, Weedmaps is a leading technology and software infrastructure provider to the cannabis industry. Our suite of cloud-based software and data solutions includes point of sale, logistics and ordering solutions that enable customers to scale their businesses while complying with the complex and disparate regulations applicable to the cannabis industry. In addition, our platform provides consumers with information regarding cannabis products across web and mobile platforms, including listing local retailers and brands, facilitating product discovery and allowing consumers to educate themselves on cannabis and its history, uses and legal status. Headquartered in Irvine, California, Weedmaps employs more than 400 professionals around the world, with offices including Barcelona, Denver, New York, Phoenix and Toronto.

So what are you waiting for? Join the Weedmaps family!