Customer Experience Manager

NABIS; City of Rochester (NY); Remote; USD 72,000 - 88,000; Full time

Benefits offered by this job

Base salary starting at $80,000

Bonus opportunities

Flexible working environment

Job summary

A leading cannabis startup in New York is seeking a Customer Experience Manager to oversee external communications and ensure outstanding partner relationships. This role involves managing a team, training on best communication practices, and addressing escalated issues. The ideal candidate will have strong problem-solving skills and at least 2 years in customer service. This fully remote position offers a starting salary of $80,000 and opportunities for bonuses and benefits, all while contributing to a diverse and inclusive work environment.

Qualifications

• Broad and detailed understanding of operations with strong internal and external relationships.
• Data-driven decision making.
• De-escalation and client retention experience.

Responsibilities

• Oversee all external communications between partners and Nabis.
• Monitor all communications via Zendesk, Slack, phone, etc.
• Manage and coach CX associates on KPIs.
• Conduct post-mortems of escalated situations.

Skills

Excellent verbal and written communication

2+ years of customer service experience

Adaptability

Problem solving

Leadership

Job description

About Nabis
Nabis is the #1 Licensed Cannabis Wholesale Platform in the world with the largest portfolio of cannabis brands, supplying 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. We are building an innovative technology-first platform to scale the cannabis industry, improving efficiency, transparency, and customer satisfaction. Our team includes backers from Y Combinator and notable figures in tech and entertainment, and we are scaling the cannabis supply chain to become the largest distributor of cannabis products in the world.

Job Description

The Customer Experience Manager actively aligns the goals of our external partners with the Nabis mission and day-to-day operations while maintaining transparency with the internal organization. This role requires a broad, big-picture view paired with a rigorous understanding of day-to-day operations and SOPs. The manager will monitor and participate in all external communications to Brands and collaborate with Operations Managers to improve and standardize communication. They will participate in Brands’ first orders, meet with all points of contact, and act as a liaison to all Nabis departments to facilitate introductions and ensure high-quality white-glove service. They will train Brands to use the Nabis portal efficiently in alignment with internal SOPs, while focusing on delivering outstanding customer experiences. They will authorize new Brands to engage with Nabis and continuously monitor touchpoints to maintain consistency. They will flag suboptimal situations, communicate solutions to the team, and guide course-corrections by quarterbacking scenarios. As an active day-to-day operations coordinator, this role must maintain professional relationships with all operations members, handle irregular and escalated matters, and work with colleagues and the GM to flag ownership gaps, take interim ownership, and close gaps by assigning ownership.

Responsibilities

• Overall owner of external communications between external partners and Nabis, maintaining a positive, partnership-focused tone to strive for customer delight.
• Actively monitor all communications (Zendesk, Slack, phone, etc.) between partners and Nabis.
• Ensure timely responses and effective communication by directly responding and/or monitoring all communications.
• Hold local teams accountable to communication metrics (e.g., response and resolution times).
• Collaborate with Ops Managers to keep them in the loop about non-copied communications (phone calls and texts); establish SOPs to create visibility across all comms.
• Serve as a secondary point of contact and closer for all handles.
• Monitor active threads regularly for timely responses and ensure 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 the GM and Operations Managers to resolve.
• Conduct post-mortems of escalated situations and write/assign SOPs for future instances.
• Serve as primary handle owner when needed.
• Develop, improve, and standardize Nabis communication to all brands.
• Train team on communication with partners.

• CX Team Manager — Manage, coach, and develop CX associates and supervisors to perform tasks accurately and efficiently while fostering a positive team culture.
• Be responsible for the team’s successes and losses, holding them accountable to department KPIs and processes.

• Active Voice for Brands to Local Team — Solve customer problems rather than passing the ball.
  • Regularly update local operations on Brand developments and provide context on operational impacts.
  • Evaluate operational pain points with Brands and guide mitigation efforts.

• Brand Operational Onboarding — Seamlessly transition onboarding from Partnerships manager to CX team; provide white-glove service for Brand’s first orders; guide Brands through order creation and overall Nabis process; introduce them to handles and respective managers; solicit feedback; maintain seamless relationships with Brands.

• Quarterbacking unprecedented partner requests and situations — Be the point of contact for escalated Brand/Retailer matters; advise Ops Managers on solutions; escalate to GM and Senior Leadership when needed; handle sensitive situations and drive resolutions; manage order changes and communicate decisions; assist managers in resolving inquiries; perform post-mortems and author SOPs for OPs Manager level.

• Connecting Departments and closing operational gaps — Write and connect SOPs between departments to eliminate gaps; foster internal collaboration; identify accountability gaps and establish clear ownership with GM; periodically evaluate responsibilities by department and redraw ownership lines as needed.

• Proactive Partner relationship development — Monitor brand insights, product flow, and conversations about returns; track fees, concessions, and special accommodations; work with Senior Account Executive to understand contract terms and flag non-compliance.

• Floating backup manager — Provide quotes and coordination for P2P requests, one-off requests, and new business opportunities.

• Qualifications — Broad and detailed understanding of operations with strong internal and external relationships; strong communication across platforms; problem solving, ownership, and leadership; detailed understanding of the Cannabis industry and distribution; data-driven decision making; ability to communicate between departments with humility; de-escalation and client retention experience; must be at least 21 years old.

• Required Skills — Excellent verbal and written communication; 2+ years of customer service experience; keen awareness; low ego; willingness to learn new software and platforms; adaptability; ability to multi-task and handle multiple projects.

• Why you’ll love working at NABIS — Be part of the fastest-growing cannabis startup in the U.S.; fully remote, high-impact, high-ownership role; compensation starting at $80,000 base salary plus bonus and benefits; flexibility and autonomy; diverse, inclusive team passionate about technology and cannabis.

• Nabis is an Equal Opportunity Employer — Nabis is committed to a diverse work environment and encourages applicants from all backgrounds. We do not discriminate on race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.

*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.*