New Product Support Specialist

Customer interaction and resolution:

• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations.
• Troubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues.
• De-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are real.

Payments and compliance:

• Triage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraud.
• Support basic METRC and compliance workflows: package tags, manifest generation, transfer workflows.
• Escalate compliance-adjacent issues to Tier 2 with complete documentation.

AI tool usage and platform evolution:

• Work alongside AI-assisted support tooling as a daily part of how you triage, troubleshoot, and route issues.
• Support customers using Dutchie's AI-native products and agentic platform modules.
• Bring genuine curiosity: experiment with new tools as they roll out and contribute to how the tooling improves.