Customer Experience Associate
Core
Frontline B2B support point of contact for brand and retail partners, handling digital and voice inquiries, order management, and account escalations.
Role type
Senior IC customer experience associate (B2B support)
Builds
High-quality partner support and operational resolution for a cannabis wholesale distribution platform
Domain
Cannabis industry + B2B distribution/logistics
Deliverable
client delivery
Required skills
B2B customer service, multi-channel queue management, order workflow management, CRM proficiency, cross-functional coordination, de-escalation, remote work autonomy
Preferred skills
B2B distribution/wholesale experience, compliance-adjacent workflows, SaaS platform support, tiered support model experience, Spanish language
Technologies
Zendesk, Salesforce, Freshdesk
Responsibilities
Manage high-volume inbound partner inquiries via email, phone, and chat; Monitor and resolve order workflows including fulfillment and exceptions; Liaise with Operations, Sales, and Finance to resolve complex partner issues; Maintain accurate records and contribute to knowledge base maintenance.
Seniority
Mid-level, hands-on IC