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Responsibilities:
- Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat.
- Manage high-volume, multi-channel queues with consistent adherence to SLA targets and quality standards.
- Handle outbound follow-up on open cases and escalations with appropriate tone and urgency.
Order & Account Management:
- Process and track order adjustments, cancellations, returns, and account-level changes in internal systems.
- Support partners with invoice reconciliation and payment inquiries in collaboration with Finance.
- Identify recurring order or account issues and escalate patterns to supervisors with documented context.
Performance & Quality:
- Meet or exceed individual KPI targets including response time, resolution rate, and CSAT scores.
- Actively participate in coaching sessions and QA reviews to continuously improve performance.
- Surface partner feedback and recurring friction points for product and process improvement.
Nabis
Nabis is the #1 licensed cannabis wholesale platform in the world, supplying over $1 billion worth of products annually from brands to retailers. It is a high-growth, technology-first company backed by Y Combinator and notable investors, building a collaborative team culture in a remote environment.