At Canndescent, we celebrate “The Art of Flower.” By marrying the mastery of cannabis cultivation and your individual needs, we help you curate a truly personal, luxury experience.
The Customer Service Supervisor will provide front end and back end support to Canndescent’s customers. On a day-to-day basis, you'll play an essential role in delighting customers. You’ll need to be a leader who is willing to go the extra mile, have an eye for the details, and be an impeccable communicator.
You’ll also be building systems and improving existing workflows to ensure were reaching strategic business targets. In addition to having exceptional interpersonal skills, you’ll need to be analytically-minded, quickly learning and navigating to identify trends in performance and customer feedback to drive decision-making.
As the Customer Service Supervisor, you will:
Lead by example in resolving escalated customer support inquiries over phone and email as necessary
Advocate internally for product and service improvements to better serve our customers
Analyze data, trends and operational support metrics to help develop strategic plans
Partner on cross-functional initiatives throughout the company
Ensure that every service request is triaged, tracked, routed, and resolved, and that customers are kept updated throughout the process with uncompromising responsiveness.
Apply first level troubleshooting and, as required, assign technical issues across the team
Maintain appropriate dashboards, workflows, and escalation paths to streamline 100% support coverage of all customers. Review dashboards on weekly basis with management to ensure visibility into customer status and high priority issues.
Track time spent on Customer Support issues in order to define future hiring requirements.
Champion a culture of customer success in which every customer interaction is an opportunity to solve problems and strengthen the customer’s relationship with Canndescent
Your experience and skills include:
Bachelor’s Degree preferred, Associates required
3+ years of experience in a customer-facing service role, preferably at a start-up
Prior experience with Zendesk and/or similar ticketing and workforce management tools and systems preferred
Excellent verbal and written communication skills
Strong critical thinking ability in technical non-technical issues
Demonstrated ability to manage competing priorities, navigate ambiguity, and maintain organizational focus in a rapid-growth environment
High emotional intelligence and experience building relationships internally and externally
Grace under pressure when working through customer issues
Self-directed and efficient with resources and time, as well as persistent and dependable in meeting deadlines
Flexibility in working occasional weekends
Growth Opportunity: Being part of a company at the forefront of the fastest growing industry in the US.
Healthy work environment: We provide a professional and fun work environment that brings passion and profession together
Health: Medical, Dental, Vision