Job Description

Curaleaf Holdings, Inc. (CSE: CURA) (OTCQX: CURLF) ("Curaleaf") is a leading U.S. provider of consumer products in cannabis, with a mission to improve lives by providing clarity around cannabis and confidence around consumption. As a vertically integrated, high-growth cannabis operator known for quality, expertise, and reliability, the company and its brands, including Curaleaf and Select provide industry-leading service, product selection, and accessibility across the medical and adult-use markets. Curaleaf currently operates in 23 states with 96 dispensaries, 23 cultivation sites, and over 30 processing sites, and employs over 3,000 team members across the United States. Curaleaf is listed on the Canadian Securities Exchange under the symbol CURA and trades on the OTCQX market under the symbol CURLF. For more information please visit www.curaleaf.com.  

We are seeking individuals who are passionate about making a difference in the work they do and will help support our company vision "To be the world's leading cannabis company by leading the world in cannabis education, accessibility, and customer satisfaction with high-quality products backed by science." You will have an opportunity to be recognized for your talent and expertise while contributing to the success of key strategic initiatives in support of our Mission "To improve lives by providing clarity around cannabis and confidence around consumption."

Are you ready for a fun and rewarding job that utilizes your problem-solving skills in a challenging and fast-paced environment? The Customer Support Specialist provides the second level of support for customers. The Specialist will assume ownership of support cases assigned by their manager and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the candidate will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue promptly. Advanced product knowledge and good problem-solving skills are required for this position. They achieve this by working with customers, the sales team, and the company's products. Monitoring Facebook, Twitter, social media, and responding to customer queries in a timely and accurate way, via phone, email, or chat. To be successful in this role, you should be an excellent communicator who is able to earn our client's trust. You should also be familiar with the cannabis industry. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

RESPONSIBILITIES

• Day to day management of customer service in their region, inclusive of
  • Incoming "contact us" forms and emails
  • Social media direct messages
  • Issues escalated from public forums (social media platforms, Reddit, etc.)
• Address customer problems within an established response time
• Work with the support team to evaluate complex customer problems, identify root causes, and derive resolutions
• Analyze customer suggestions and recommend product revisions
• Develop knowledge bases and FAQ's for product support activities
• Document support activities, customer issues, and resolutions for reference purposes
• Ability to research and reapply learnings from prior cases
• Ability to provide judgement to navigate state specific regulations
• Highly matrixed role in which the representative must collaborate with a variety of stakeholders, you will need to communicate professionally with stakeholders in senior roles
• The nature of our customer service cases are not similar to most product support roles
• THERE ARE RARELY SIMPLE RESPONSES-GOING THE EXTRA STEP FOR OUR CUSTOMERS WILL BE AN EXPECTATION

REQUIREMENTS

• Customer service experience (3-5yrs)
• Strong communication skills and ability to remain calm and professional in all circumstances
• Ability to research and provide a timely response to consumer request
• Demonstrated comfort working with multiple technology tools
• Demonstrated collaboration skills
• Must have the ability to maintain a high level of confidentiality
• Excellent organizational and communication skills
• Meets eligibility requirements to earn government approval to work in a dispensary
• Bachelor's degree or equivalent professional experience
• Cannabis knowledge (preferred)
• This position will be fully remote - a consistent internet connection is required
• Subject to background check per state cannabis regulations

SPLIT SHIFTS: (proposed working hours are non-traditional)

• M-F: 9-12, 4-8
• Sa/Su: Several hours of work split between Saturday and Sunday
• There is an expectation that this individual would work some holidays