Customer Support Specialist

Emerald Lane Recruitment; Toronto; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Medical & dental benefits

4 days/week onsite

2 weeks vacation

Job summary

Emerald Lane Recruitment in Toronto is seeking a Customer Support Specialist for a full-time, on-site role. The ideal candidate combines integrity with exceptional client service, strong communication, and attention to detail in a fast-paced environment.

Qualifications include a science-related degree, English fluency with French as a strong asset, and experience in regulated industries and client support. Tasks cover client inquiries, onboarding, and collaboration with internal experts.

Qualifications

• Bachelor’s degree or diploma in a science-related field or equivalent professional experience.
• Fluent in English (spoken and written); French is a strong asset.
• Experience in a regulated industry and quality assurance or client support.
• Knowledge of regulatory requirements and cannabis regulations is an asset.

Responsibilities

• Assist partners and clients via phone, email, and in-person with questions and updates.
• Coordinate client needs with internal subject matter experts.
• Provide tailored support following service procedures and standards.
• Support onboarding by completing vendor and partner forms promptly.
• Provide pricing, service lists, or required documentation as needed.
• Maintain customer records in internal systems and support events.

Skills

English fluency

French language (asset)

Regulated industry experience

Regulatory knowledge

Sales / customer service

Adaptability to regulations

Partner management & empathy

MS Office

Time management

Multitasking

Prioritization

Education

Bachelor's degree or diploma in a science-related field

Tools

Microsoft Office

Job description

Our client is a well-established and respected licensed service provider within the Canadian & Global cannabis supply chain.

They are looking for a Customer Support Specialist to join their team in a full‑time, on‑site position.

The ideal candidate is dedicated to integrity and exceptional client service, with strong communication skills and a true passion for customer care & success. This role is ideal for a detail‑oriented, adaptable individual who thrives in a fast‑paced, professional environment. Knowledge of the French language is a strong bonus.

Previous experience within the legal cannabis industry is strongly preferred; experience in a similar client‑facing role in a regulated industry and/or in medical/pharmaceutical is required.

Core Responsibilities

• Assisting partners and clients with questions, concerns, and updates through phone, email, and in‑person communication.
• Coordinating client and partner needs while collaborating closely with internal subject matter experts.
• Providing tailored support and solutions in line with company service procedures and standards.
• Supporting onboarding processes by completing vendor and partner forms in a timely manner.
• Providing detailed pricing, service lists, or requested documentation as needed.
• Keeping current with industry trends and cultivating relationships with license holders, consultants, and third‑party service providers.
• Pursuing continuous professional development through relevant training and courses.
• Maintaining, recording, and updating customer information within internal systems.
• Support the Client Services Team in customer & team events.

Skills, Qualifications, and Experience

• Bachelor’s degree or diploma in a science‑related field or equivalent professional experience.
• Fluent in English (spoken and written); Bilingual/professional level knowledge of French is a strong asset.
• Experience in a regulated industry, particularly in quality assurance, technical services, or partner/client support.
• Strong knowledge of regulatory requirements; familiarity with cannabis regulations is an asset.
• Background in sales or customer service is an advantage.
• Ability to adapt to evolving regulations, processes, and industry changes
• Skilled at managing various partner types while demonstrating empathy and professionalism.
• Excellent proficiency in Microsoft Office applications.
• Strong time management, multitasking, and organizational abilities.
• Ability to prioritize workload effectively in a fast‑paced environment.

Additional Requirements

• Full‑time, onsite position. Weekdays (4 days/week), rotating shifts between 8:30am-8:00pm.
• A driver's license with a clean driving record is required.
• Experience supporting clients in a professional manufacturing or laboratory setting is an asset.
• Demonstrated knowledge of the cannabis industry, including regulatory requirements and common quality considerations, is an asset.
• Must successfully pass a criminal background check and education/employment verification.

Compensation

In compliance with Ontario Pay Transparency legislation, the expected salary range for this role is $55,000–$60,000 annually + 10 vacation days (2 weeks / 80 hours, with flexibility for negotiation) + medical & dental benefits, commensurate with experience.

Accessibility

Accommodation is available throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Applicants requiring accommodation are encouraged to advise during the application process.

Vacancy Disclosure-

This job posting is for an existing vacancy.

AI Disclosure

At Emerald Lane Recruitment, we do not use artificial intelligence (AI) tools to screen, assess, or select applicants as part of the hiring process. AI tools are used by our back office to support efficiency, but humans review, assess, and decide throughout the hiring process.

Equal Opportunity Statement

Emerald Lane Recruitment is committed to advancing equity and inclusion across the global cannabis industry. We proudly support our clients in building teams that reflect the full diversity of the communities they serve. All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or any other protected characteristic, in accordance with applicable federal, state, and local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.