Customer Experience Associate

NABIS; City of Rochester (NY); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Weekly pay

Job summary

Nabis is the leading licensed cannabis wholesale platform expanding across New York. The Customer Associate role focuses on aligning brand and retail partner goals with day-to-day operations, ensuring punctual, detail-oriented service, and clear communication in a fast-paced environment.

Based in New York, you will engage with brands and retailers under NY OCM regulations, handling inquiries, supporting projects, and maintaining excellent partner relations.

Qualifications

• 2 years relevant work/customer service experience.
• Strong and timely communication across platforms with correct grammar and tone.
• High level of patience and empathy for partners.
• Ability to communicate between departments with humility.
• Experience with de-escalation and client retention.
• Basic knowledge of payments and COD processes and invoice reconciliation.
• Keen awareness and situational judgment to prioritize urgent issues.

Responsibilities

• Provide support to internal and external Nabis Partners, such as brands and retailers.
• Support customer experience managers with ad-hoc projects.
• General assistance to Operations Managers.
• Execute inbound and outbound calls, emails, chats.
• Maintain response times and KPIs at or above team average.
• Collaborate with stakeholders to champion partner needs and drive solutions.

Skills

Customer service experience

Clear communication

Empathy

De-escalation

Bilingual (Spanish/English)

Payment/COD knowledge

Multitasking

Tools

Zendesk

Slack

Job description

About Nabis

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

About Nabis

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We’re at the forefront of this movement, building an innovative, technology-first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally.

The Role

This role is based in New York and will support Nabis’ growing New York market, working with brands and retail partners operating under New York State Office of Cannabis Management (OCM) regulations. The Customer Associate’s primary role is to act as an extension of the Nabis operation, actively aligning the goals of our brands and retail partners with the day-to-day operation. The ideal candidate will be punctual, detail-oriented, empathetic and can communicate clearly and effectively. They will work well in customer service-related situations, as well as within the operation.

Responsibilities

• Provide support to both internal and external Nabis Partners, such as brands and retailers
• Support customer experience managers with ad-hoc projects
• General assistance of Operations Managers
• Execute several inbound and outbound calls, emails, chats
• Maintain response times, missed call rates, and other KPIs at a rate equivalent to or above the team’s average
• Monitor communications to help keep other departments informed and responsiveWork with various internal and external stakeholders to champion partner needs and drive towards solutions that improve partner success
• Identify and escalation issues to the appropriate channels

Qualifications

• 2 years relevant work/customer service experience
• Basic math skills
• Strong and timely communication across all platforms (phone, Zendesk, Slack) and ability to choose the most effective kind per situation as well as correct grammar, spelling, and tone
• High level of patience and empathy for Nabis Partners
• Ability to communicate between departments with humility and understanding
• Experience with de-escalation and client retention
• Basic knowledge of payments and collections, including cash-on-delivery (COD) processes and invoice reconciliation
• Keen awareness and situational judgment — able to read partner needs, prioritize urgent issues, and respond with the right level of urgency
• Collaborative, team-first orientation — no task is too small, and success is measured by partner outcomes, not individual credit
• Willingness to learn new software and platforms
• Adaptability
• Ability to multitask and take on more than one project at a time
• New York cannabis industry experience is a plus; familiarity with NYS Office of Cannabis Management (OCM) regulations is a strong advantage
• Bilingual in Spanish and English is a plus

Compensation and Benefits

• Pay is $23 per hour, paid weekly.
• You’ll work at the fastest-growing cannabis startup!
• Medical/Dental/Vision is offered to all full-time employees.
• Paid safe and sick leave in compliance with NYC’s Expanded Earned Safe and Sick Time Act (ESSTA).
• Well-rounded co-workers and teammates who are all striving towards the same goal. Nabis maintains a fun and energetic culture!

Nabis is an Equal Opportunity Employer

Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations to qualified individuals with disabilities, and do not retaliate against any employee or applicant who requests a reasonable accommodation, in compliance with the New York State Human Rights Law and the NYC Human Rights Law. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

Pay Transparency Notice: In compliance with NYC pay transparency requirements, the pay range for this position is $20.00–$23.00 per hour. Actual pay will be determined based on experience, skills, and qualifications.