Customer Experience Associate
N
NabisCannabis Wholesale
Latin America, Remote, US Pacific or Eastern business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceZendeskAccount ManagementCRMCustomer support
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
- Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness
- Proficiency with CRM and ticketing tools (e.g., Zendesk, Salesforce, Freshdesk)
- Solid understanding of order management processes, including fulfillment workflows and basic billing
- Ability to work independently in a remote environment
- Strong organizational skills and ability to manage multiple open cases simultaneously
- Proven de-escalation skills and the ability to navigate difficult conversations
- Availability to work a schedule aligned to US Pacific or Eastern business hours
Responsibilities
- Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses
- Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards
- Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues
- Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution
- Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues
- Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform
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