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Customer Experience Associate

2 weeks, 4 days ago
Latin America
Full-time
Junior
Customer Success
Customer and Technical Support
CRM Salesforce
Apply Now
NABIS

NABIS

Nabis is the #1 licensed cannabis wholesaling platform in California, offering a one-stop shop for cannabis wholesale with the largest portfolio of brands, lightning-fast services, and cutting-edge technology to support strategic scaling.

Distributors
51-250
Founded 2018
$44M raised
View All Jobs 12

Description

  • Serve as a primary contact for inbound partner inquiries via email, phone, and chat with timely and professional responses.
  • Manage high-volume, multi-channel support queues while meeting SLA targets and quality standards.
  • Provide proactive status updates and clear resolution paths for open partner issues.
  • Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications.
  • Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution.
  • Process order adjustments, cancellations, returns, and account-level changes in internal systems.
  • Support invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance.
  • Liaise with Operations, Sales, Finance, and Compliance to resolve cross-functional partner issues.
  • Maintain accurate case notes, interaction records, and resolution steps in CRM and ticketing systems.
  • Participate in coaching sessions, QA reviews, team calibrations, and ad hoc process rollouts.

Requirements

  • 2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment.
  • Strong written and verbal communication skills in English with high attention to grammar, tone, and accuracy.
  • Demonstrated ability to manage high-volume, multi-channel queues with consistent responsiveness.
  • Proficiency with CRM and ticketing tools such as Zendesk, Salesforce, Freshdesk, or similar platforms.
  • Solid understanding of order management, fulfillment workflows, exception handling, and basic billing and invoicing.
  • Ability to work independently in a remote environment with reliable internet connectivity and consistent attendance.
  • Strong organizational skills and the ability to manage multiple open cases simultaneously.
  • De-escalation skills and the ability to handle difficult partner conversations with empathy and professionalism.
  • Availability to work a schedule aligned to US Pacific or Eastern business hours.
  • Experience supporting B2B accounts in distribution, wholesale, or supply chain industries is preferred.
  • Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation is preferred.
  • Background in SaaS platform support and troubleshooting user-reported issues is preferred.
  • Experience working within a tiered support model or structured escalation framework is preferred.
  • Bilingual Spanish and English is a plus.

Benefits

  • Competitive compensation commensurate with experience and market rates.
  • Fully remote work environment.
  • Structured, collaborative team culture.
  • Exposure to a high-growth, technology-first distribution platform operating at scale.
  • Clear performance expectations with coaching and development support.
  • Opportunity to grow within a CX organization investing in systems, people, and operational excellence.

Interested in this position?

Apply directly on the company website

Apply Now

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