NABIS

Customer Experience Manager

NABIS

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $80,000 per year

About the role

  • Overall owner of external comms between external partners and Nabis, while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight
  • Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis.
  • Ensure timely response and effective communication by directly responding and/or monitoring all communications
  • Hold local team accountable to communication metrics (ie response and resolution times)
  • Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms.
  • Serve as a secondary point of contact and closer for all handles.
  • Monitor active threads regularly for timely response and make sure no communications are left unattended.
  • Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes
  • Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve.
  • Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances.
  • Work to constantly develop, improve, and standardize Nabis communication to all brands
  • Train team on communication with partners

Requirements

  • Broad and detailed understanding of the operation with strong internal and external relationships
  • Strong communication skills - timely communication across all platforms (phone, Zendesk, Slack) and ability to determine most effective kind per situation
  • 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
  • Must be at least 21 years of age
Benefits
  • Compensation starting at $80,000 base salary + bonus
  • medical, dental, vision and 401k
  • Flexibility and autonomy to drive your work
  • Join a diverse, inclusive team passionate about technology and cannabis
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
strong communication skillsproblem-solving skillssense of ownershipleadershipability to communicate with humilityclient retentionde-escalation