Cresco Labs

Customer Care Lead

Job Description

Posted on: 
Jun 24, 2022

2.1 __Quick Apply Full-time4 hours ago

Full Job Description


Recently named one of Entrepreneur magazine's Top 100 Cannabis Leaders, Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Cresco is built to become the most important company in the cannabis industry by combining the most strategic geographic footprint with one of the leading distribution platforms in North America. Employing a consumer-packaged goods ("CPG") approach to cannabis, Cresco's house of brands is designed to meet the needs of all consumer segments and includes some of the most recognized and trusted national brands including Cresco, Remedi and Mindy's, a line of edibles created by James Beard Award-winning chef Mindy Segal. Sunnyside, Cresco's national dispensary brand is a wellness-focused retailer designed to build trust, education and convenience for both existing and new cannabis consumers. Recognizing that the cannabis industry is poised to become one of the leading job creators in the country, Cresco has launched the industry's first national comprehensive Social Equity and Educational Development (SEED) initiative designed to ensure that all members of society have the skills, knowledge and opportunity to work in and own businesses in the cannabis industry.


At Cresco, we aim to lead the nation's cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.


Cresco Labs is seeking a Customer Care Lead to join our corporate Customer Care team in Florida which will report to the Florida Customer Care Manager. As a Customer Care Lead, you will be the point person for projects as assigned by the Customer Care Manager and will serve as tier II product support for escalations. We are looking for someone who is service-minded and passionate about helping others. The Customer Care Lead will be responsible for fielding inbound support requests from Cresco Labs' and Sunnyside patients and customers. They will work with Cresco Labs corporate brand and retail accounts to ensure up-to-date and adequate information is being shared with patients and the online public.


Specializes in Customer Support including managing customer escalations via email, chat, and phone

Support the completion of projects as assigned by the Customer Care Manager relating to help center content, product guides, quality reporting, customer experience and more

Assists customers in navigating retail and brand websites and online product order troubleshooting via online support queues

Helps medical patients make appropriate product choices based on unique effects of each cannabis product and consumption methods

Fields incoming inquiries via the Sunnyside\* Hotline and other support channels (email, chat, 3rd party review sites) for new and returning customers or patients

Documents feedback from customers in an organized and streamlined way to assist in escalations and for cross-functional use

Spearheads urgent communication process to quality and compliance teams

Provides customers with clear directions on product replacement and refunds, if necessary

Required competency to learn, understand and perform functionality within:

Seed-to-sale POS

FL Dept. of Health OMMU Patient Registry

Delivery software task management platform

Microsoft Office Suite

Other duties as assigned


Experience in the cannabis industry preferred

2-3 years' experience in a customer service capacity – preferably in an online support environment

Proficiency in spelling, grammar, and computer navigation

Strong customer service skills such as ability to de-escalate, clear and patient verbal communication, self-control, and persuasiveness.

Written and verbal fluency in Spanish strongly preferred

Familiarity with the utility and function of Zendesk or other customer ticketing platforms preferred

Confidence to self-manage and work independently in a fast-paced, constantly changing environment


Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D. We also offer eligible employees paid holidays and paid time off. Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.


Must be 21 years of age or older to apply

Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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