Remote B2B SaaS CX Specialist for Partner Support

NABIS; Ciudad de México; On-site; MXN 850,000 - 1,190,000; Full time

Job summary

Nabis, a leading cannabis wholesale platform, is seeking a Customer Experience Associate to join the CX team in a fully remote role. You will be the frontline contact for brand and retail partners, delivering responsive, high-quality support across email, phone and chat, while coordinating with cross-functional teams to resolve issues.

Ideal candidates have 2+ years in B2B customer service or operations within SaaS or marketplace environments, excellent written and verbal English, and the

Qualifications

• 2+ years in customer service, account support, or operations in B2B, SaaS, logistics, distribution, or marketplace environments.
• Strong written and verbal English with high attention to grammar, tone, and accuracy.

Responsibilities

• Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses.
• Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with adherence to SLA targets and quality standards.
• Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues.
• Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications.
• Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution.
• Process and track order adjustments, cancellations, returns, and account-level changes in internal systems.

Skills

Customer service

SaaS experience

Multi-channel support

Written English

CRM tools

Remote work

Communication

Attention to detail

Tools

Zendesk

Salesforce

Freshdesk

Job description

Nabis, a leading cannabis wholesale platform, is seeking a Customer Experience Associate to join the CX team in a fully remote role. You will be the frontline contact for brand and retail partners, delivering responsive, high-quality support across email, phone and chat, while coordinating with cross-functional teams to resolve issues.

Ideal candidates have 2+ years in B2B customer service or operations within SaaS or marketplace environments, excellent written and verbal English, and the