| Manager, Ecommerce Support |  |
Mar 4, 2022🔗 👁️ 128 128 Views
🏢 Dutchie 📍 Remote✨Remote OK
💰 DOE 🗓️ Full-time 🏷️ Other 📛 No license required
About our company
Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups.
Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.
Job description
We’re looking for an exceptional manager with a passion for coaching support teams and creating effortless customer experiences. Our support team provides chat, email, and phone support to dutchie’s dispensaries and consumers nationwide. The Support Team Manager will directly manage and coach representatives. The manager will also work alongside Support leadership to improve the experience of our end-users through experience, knowledge, and data. The challenge of this role is to stay ahead of dutchie’s tremendous growth, ensuring a smooth and delightful experience for every dispensary and consumer that reaches out to us. This role reports to our Senior Manager, Customer Support.
What You'll Do...
- Build world-class support - consistently deliver on quality of service goals, including low response time, high customer satisfaction, etc.
- Use data and analytics to identify pain points and drive improvements that scale
- Ensure smooth operations - own day to day operations alongside the rest of Support leadership, proactively address blockers to your team’s success
- Create an experience that’s frictionless, inside and out
- Team management - empower your team to exceed their goals, develop best practices, and remove barriers to their success
What You Bring...
- 3+ years of management experience, preferably within a technical environment
- Demonstrated ability to leverage data to identify trends and drive decisions
- Strong background in execution and project management
- The embodiment of servant leadership, you’re a master of communication and relationship building
- Experience managing a variety of support tools, like Intercom, Zendesk, and/or telephony systems
- Tireless passion and infectious enthusiasm for helping customers
- An expansive EQ toolkit, you’re cool under pressure and you bring the best out of others
- Growth mindset, you’re constantly finding ways to challenge yourself and your team
- A relentless pursuit of excellence - you don’t settle for mediocrity
You’ll Get…
- Competitive Salary
- Equity
- 401(k)
- Full Benefits - Medical, Dental, and Vision Insurance
- Flexible vacation and sick days
- Technology (hardware, software, reading materials, etc..) allowance
At Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.