Cannabis Industry Support Specialist

2 weeks ago

Irvine, California, United States Weedmaps Full time
About the Role

We are seeking a highly skilled and motivated Client Support Associate to join our team at Weedmaps. As a Client Support Associate, you will play a critical role in providing exceptional support to our internal sales team and clients, ensuring seamless interactions and resolving technical issues in a timely and professional manner.

Key Responsibilities
  • Provide technical support (Tier-1) for Weedmaps products, adhering to standard operating procedures and escalating issues to the support engineering team as needed.
  • Execute opportunities through the closed-won process in a swift and accurate manner, validating opportunities against trust and safety guidelines.
  • Maintain clear communication with the account team to support revenue generation, monitoring opportunities and proactively addressing those in process.
  • Provide cross-functional communication between sales and cross-functional teams, including support engineers and accounts receivable.
  • Manage ad campaign setup and asset collection, conducting administrative changes in account configuration management tools.
  • Participate in User Acceptance Testing, reporting defects, and analyzing issues in conjunction with the technology team.
  • Perform additional projects and tasks as necessitated by the normal flow of the business.
Requirements
  • 1 year of experience in a B2B software support role.
  • 1 year of experience in a technical support role.
  • Exceptional written and verbal communication skills, providing clear communication.
  • A deep ability to multitask under tight timelines, excellent solutions-oriented skills, interpersonal, and collaboration skills.
  • Efficient organizational skills and ability to multitask and prioritize in a high-volume, fast-paced environment.
  • Ability to troubleshoot technical issues and think outside the box, identifying root causes.
  • Resolve partner issues, identify and present workarounds, and communicate application enhancements.
  • Strong technical aptitude in a SaaS environment.
  • Experience troubleshooting and/or executing User Acceptance Testing in conjunction with the technology team.
  • Capable of quickly adapting to new responsibilities and meeting new expectations.
  • Develop and maintain a working knowledge of industry trends and regulations.
  • Proficient with Salesforce and Google Workspace.
  • Minimal oversight required once instructions are provided.
  • Experience managing digital assets and checking compliance against internal specs.
Bonus Points
  • A passion for the cannabis industry and the desire to develop the culture.
  • 2 years of experience in a B2B software support role.
  • 2 years of experience in a technical support role.
  • Develop and maintain a working knowledge of industry trends and regulations.
  • Experience working in Google Ad Manager or other ad servers.
  • Experience with designing, writing, editing, and publishing articles for a help center.
  • Account management experience.
  • Experience with JIRA, Tableau.
  • Bilingual written and verbal (Spanish).
About Weedmaps

Weedmaps is an equal opportunity employer and makes employment decisions on the basis of merit. The Company prohibits unlawful discrimination against employees or applicants based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, military status, veteran status, uniformed service member status, sexual orientation, transgender identity, citizenship status, pregnancy, or any other consideration made unlawful by federal, state, or local laws.

Weedmaps is committed to creating a diverse and inclusive work environment that reflects the communities we serve. We believe that diversity and inclusion are essential to our success and are committed to fostering a culture of respect, empathy, and understanding.

Weedmaps uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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