Customer Experience Manager

Job Description

Key Responsibilities

• Overall owner of external communications between external partners and Nabis
• Actively monitor all communications between partners and Nabis
• Ensure timely response and effective communication
• Work closely with Operations Managers to keep them informed about non-copied communications
• Serve as a secondary point of contact and closer for all handles
• Monitor active threads regularly for timely response
• Serve as the primary point of contact on escalated situations
• Conduct post-mortems of escalated situations and write/assign standard operating procedures
• Train team on communication with partners
• Manage, coach, and develop Customer Experience associates

Requirements

• Broad and detailed understanding of the operation with strong internal and external relationships
• Strong communication skills
• Problem-solving skills and sense of ownership and leadership
• Detailed understanding of the cannabis industry and all aspects of distribution
• Data and bottom-line driven decision-making
• Ability to communicate between departments with humility and understanding
• Experience with de-escalation and client retention
• At least 21 years of age
• 2+ years of customer service experience
• Great verbal and written communication skills

Benefits & Perks

• Compensation starting at $80,000 base salary + bonus
• Medical, dental, vision, and 401k benefits
• Fully remote work environment
• Flexibility and autonomy to drive work
• Opportunity to join a diverse, inclusive team passionate about technology and cannabis

Job Details