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Product Support Specialist

2 months, 4 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM E-commerce Salesforce
Apply Now
Dutchie

Dutchie

Dutchie is the premier technology partner for cannabis retailers, providing a unified platform for seamless online ordering, pickup, and delivery services.

Specialty Retail
251-1K
Founded 2017
$603M raised
View All Jobs 4

Description

  • Handle inbound customer contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations.
  • Troubleshoot complex platform issues involving back office configuration, register transactions, receipt reconciliation, menu sync failures, discounting, and pricing.
  • Support hardware setup and troubleshooting for registers, printers, barcode scanners, cash drawers, scales, and computers.
  • De-escalate urgent customer situations and choose the right channel or escalation path when needed.
  • Triage Pay by Bank issues including bank linking, funding delays, authorization errors, returns, and suspected fraud.
  • Support basic METRC and compliance workflows such as package tags, manifest generation, and transfer workflows.
  • Assist with inventory receiving, package creation, inventory room management, audit workflows, catalog management, label configuration, and pricing updates.
  • Validate integrations, triage syncing issues, and process API key requests.
  • Use AI-assisted support tools as part of daily triage, troubleshooting, and routing workflows, and support customers using AI-native product modules.
  • Write complete ticket documentation, apply correct classifications and tags, and escalate with full context when resolution is not making progress.

Requirements

  • 2+ years of experience in a customer-facing support role, preferably supporting a SaaS platform.
  • Strong written and verbal communication skills with the ability to explain technical issues in plain language.
  • Comfort troubleshooting across multiple product surfaces simultaneously.
  • Strong documentation habits with internal notes that are actionable without follow-up.
  • Professional composure when working with frustrated customers in high-urgency situations.
  • Comfort working in web-based software, CRMs, and Google Workspace.
  • Genuine appetite for AI tooling and curiosity about how evolving tools work.
  • Flexibility to work evenings, weekends, and holidays in a 7-day operation (5am–9pm PST).
  • Experience with POS systems, retail operations technology, or cannabis compliance is preferred.
  • Familiarity with Zendesk, Salesforce, Slack, and Zoom is a plus.
  • Background in the cannabis industry or dispensary operations is a plus.
  • Experience with the Dutchie platform is a plus.

Benefits

  • Hourly rate of $24.04 based on the intended level.
  • Medical benefits including dental and vision coverage.
  • Equity package in the form of stock options for all employees.
  • Technology allowance for hardware, software, reading materials, and related needs.
  • Flexible vacation and sick days.
  • Full-time remote work schedule.
  • Structured scheduling through a vacation bid process for predictability.

Interested in this position?

Apply directly on the company website

Apply Now

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