Customer Experience Associate

🔥 12 hours ago

💃 Latin America – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NABIS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📦 Logistics

🍽️ Food & Beverage

🏪 Marketplace

Logistics • Food & Beverage • Marketplace

NABIS is the leading licensed cannabis wholesaling platform, providing comprehensive services to licensed dispensaries and brands in California, New York, and Nevada. They offer a wide array of products with over 9,000 SKUs from more than 400 brands. NABIS supports its partners with services such as two-day shipping, warehousing, payment processing, and financing alongside advanced data analytics tools. Apart from facilitating cannabis distribution, NABIS offers financial solutions like invoice factoring and a streamlined software platform that ensures compliance and efficient management of inventory and finances. Their scalable platform empowers suppliers with instant state-wide reach and detailed analytical insights to optimize performance and sales strategies.

📋 Description

• Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat • Manage high-volume, multi-channel queues using Zendesk, Slack, and phone while adhering to SLA targets and quality standards • Deliver white-glove support to brand and retail partners, including proactive status updates and clear resolution paths • 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 and track order adjustments, cancellations, returns, and account-level changes • Support invoice reconciliation, payment inquiries, and COD/collections processes with Finance • Identify recurring order or account issues and escalate documented patterns to supervisors • Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues • Maintain accurate partner interaction records, case notes, and resolution steps in CRM/ticketing platforms • Contribute to knowledge base maintenance and suggest process improvements • Support ad hoc projects, testing, and process rollouts as directed by CX leadership • Meet or exceed KPIs including response time, resolution rate, CSAT, and contact quality scores • Participate in coaching sessions, QA reviews, and team calibrations • Surface partner feedback and recurring friction points for product and process improvement

🎯 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 across digital and voice channels • Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness • Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); comfortable learning new platforms quickly • Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing • Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements • Strong organizational skills and the ability to manage multiple open cases simultaneously without loss of quality • De-escalation skills and the ability to navigate difficult partner conversations with empathy, patience, and professionalism • Availability to work a schedule aligned to US Pacific or Eastern business hours

🏖️ Benefits

• Competitive compensation commensurate with experience and market • Fully remote work environment with a 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 that is investing in systems, people, and operational excellence