Customer Support Specialist

Job Description

Posted on: 
Jan 12, 2022

How to apply: Please fill out the form found here: https://forms.gle/UXPKjVpHyc56E5ea7

Nugg is one of the most innovative startups in the $30-50 billion cannabis space. If you’re passionate about joining a company of ambitious self-starters in a society-shifting industry, Nugg may be the right home away from home for you. We are seeking an experienced Customer Support Specialist to help deliver an exceptional online experience to customers as we scale our newest product, Nugg Club, the industry’s first true cannabis subscription box.

WHAT YOU GET OUT OF IT: An opportunity to level up your career in an exploding industry that’s proving to be COVID-19 and recession-proof. As a Customer Support Specialist, you’ll be challenged to deliver exceptional online customer interactions, consistently improve our communication processes, and work cross-functionally with our marketing and operations teams to transform your frontline knowledge into lasting improvements to the customer experience.

HOURS & LOCATION: This is a full-time role, 100% remote. However, you must live in the state of California to apply.

COMPENSATION: $16.00/hr to start $18.00/hr after 90-day evaluation period

WHAT YOU’LL BE TASKED WITH: -- Deliver exceptional customer experiences by communicating with customers in real-time via email, SMS, and live-chat; solve customer issues, nudge them towards desired outcomes, and turn them into brand advocates -- Work alongside upper management and cross-functionally with operations and marketing teams to promote acquisition, conversion, and retention of customers and an overall positive experience with the brand -- Actively engage in customer listening; analyze customer complaints, concerns, and reasons for cancellation to find new ways for improving the customer experience and delivering new value -- Become a Nugg Club expert by learning our service and backend systems inside and out -- Troubleshoot technical issues and report bugs and glitches to upper management -- Leverage customer communication to implement improvements to the customer experience, and produce regular internal reports on shifting customer needs and attitudes Please do NOT apply to this job if you do not meet the qualifications listed below.

WHAT YOU’LL NEED: -- Residency in California -- 1-2 years of experience in a customer service or customer success position -- Exceptional ability to communicate and foster positive customer relationships, as well as de-escalation experience -- Technical skills required and strong understanding of various customer communication and relationship management tools -- Ability to multitask customer inquiries in a fast-paced environment while sticking to brand tone -- Experience analyzing and optimizing existing customer support processes -- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed -- Personal cannabis consumption experience and knowledge expertise a HUGE plus; you have strong knowledge of cannabis science, consumption methods, product types, past and emerging consumer trends, and can easily differentiate products according to quality

YOU SHOULD APPLY IF: -- You are a self-driven individual with a passion for solving problems and helping others -- You are a team player with leadership qualities -- You are confident working autonomously but aren’t afraid of cross-collaboration -- You are detail-oriented, curious, and take pride in your natural detective skills -- You’re a rad human being with a love for cannabis, the industry, and the people in it :)

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