Customer Experience Associate

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NABIS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🤝 B2B

🏪 Marketplace

B2B • 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, 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 • Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency • 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 in internal systems • Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance • Identify recurring order or account issues and escalate patterns to supervisors with documented context • Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input • Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform • Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements • Support ad hoc projects, testing, and process rollouts as directed by CX leadership • Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores • Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance • Demonstrate consistent reliability in attendance, schedule adherence, and communication standards • Surface partner feedback and recurring friction points to the team as inputs 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