Product Support Specialist Dutchie

HelpfulRemote; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Dutchie is seeking a frontline support specialist to handle inbound inquiries via email, phone, and chat for our cannabis retail platform. You will troubleshoot issues, assist with hardware setup, and triage payment and compliance workflows, ensuring smooth dispensary operations mid-shift.

You should have 2+ years in a customer-facing role, strong written and verbal communication, and solid documentation habits.

Qualifications

• 2+ years in a customer-facing support role.
• Experience supporting a SaaS platform preferred.
• Strong written and verbal communication skills.
• Solid documentation habits and process orientation.
• Curiosity about AI tooling is expected.
• Experience with POS systems or cannabis compliance is a plus.

Responsibilities

• Handle inbound contacts via email, phone, and chat across our platform.
• Troubleshoot complex issues and support hardware setup.
• Triage payment and compliance workflows; de-escalate urgent situations for dispensary staff.
• Provide frontline support for a SaaS cannabis retail platform.
• Collaborate across multiple systems including web-based software, CRMs, and Google Workspace.

Skills

Customer-facing communication

Written communication

Verbal communication

Documentation habits

Curiosity about AI tooling

Tools

CRM software

Google Workspace

Job description

This role puts you on the frontline of support for Dutchie’s cannabis retail platform, handling inbound contacts via email, phone, and chat across point of sale, ecommerce, payments, loyalty, hardware, and integrations. You’ll troubleshoot complex issues, support hardware setup, triage payment and compliance workflows, and de-escalate urgent situations for dispensary staff mid-shift.

Dutchie wants at least 2 years in a customer-facing support role, ideally supporting a SaaS platform, along with strong written and verbal communication, solid documentation habits, and comfort working across multiple systems including web-based software, CRMs, and Google Workspace. Curiosity about AI tooling is expected, and experience with POS systems or cannabis compliance is a plus.

This is a full-time, remote position based in the USA, covering a 7-day operation from 5am to 9pm PST. Availability for evenings, weekends, and holidays is required, with schedules assigned through a vacation bid process.

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