Product Support Specialist

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Dutchie is a leading cannabis technology platform in North America, offering a comprehensive suite of solutions for cannabis dispensaries. The company provides tools like dispensary point of sale (POS) systems, e-commerce solutions, marketing and loyalty programs, payments integration, delivery management, and inventory management. Dutchie's platform is designed to enhance the cannabis shopping experience through features like SEO capabilities, personalized marketing, modernized e-commerce, and robust compliance tools to meet intense regulatory needs. With integrations to over 100 tech partners, Dutchie supports seamless operations for retailers, cultivators, and brands of any size, processing over $22 billion in annual transaction volume and facilitating 1 million daily transactions. Dutchie is committed to innovation, data privacy, and empowering cannabis businesses with reliable, user-friendly, and scalable technology.

📋 Description

• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations • Troubleshoot complex platform issues including back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues • Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers • De-escalate high-urgency customer situations • Escalate issues to higher support levels or move interactions to calls or Zoom when appropriate • Triage Pay by Bank issues including bank linking, funding delays, authorization errors, returns, and suspected fraud • Support basic METRC and compliance workflows including package tags, manifest generation, and transfer workflows • Escalate compliance-adjacent issues to Tier 2 with complete documentation • Assist with inventory receiving, package creation, inventory room management, and audit workflows • Support catalog management, label configuration, and pricing updates • Validate integration setup, triage syncing issues, and process API key requests • Use AI-assisted support tooling to triage, troubleshoot, and route issues • Support customers using Dutchie’s AI-native products and agentic platform modules • Experiment with new tools, flag gaps, and contribute to tooling improvements • Contribute to internal documentation • Write complete ticket documentation for every contact • Apply the 20-minute escalation rule • Apply correct classifications, tags, and macros before closing or escalating

🎯 Requirements

• 2+ years in a customer-facing support role, preferably supporting a SaaS platform • Strong written and verbal communication skills; ability to explain technical issues in plain language • Comfort troubleshooting across multiple product surfaces simultaneously • Strong documentation habits; internal notes are actionable without follow-up • Professional composure with frustrated customers in high-urgency situations • Comfort working in web-based software, CRMs, and Google Workspace • Genuine appetite for AI tooling; curiosity about how these tools work and willingness to push on them • Flexibility to work evenings, weekends, and holidays • Availability for a 7-day operation from 5am–9pm PST • Experience with POS systems, retail operations technology, or cannabis compliance is a bonus • Familiarity with Zendesk, Salesforce, Slack, and Zoom is a bonus • Background in the cannabis industry or dispensary operations is a bonus • Experience with the Dutchie platform is a bonus

🏖️ Benefits

• Medical benefits including dental and vision plans • Equity packages in the form of stock options to all employees • Technology (hardware, software, reading materials, etc..) allowance • Flexible vacation and sick days

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