Cannabis Customer Happiness Manager Jobs
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Here are 1 cannabis jobs mentioning "customer happiness manager" in April 2024, at companies like GrowFlow, including positions such as Customer Happiness Manager.
More than 30+ days
Job detailsSalary$40,000 - $45,000 a yearJob TypeFull-timeFull Job DescriptionWe are looking for a customer-obsessed and results-driven Customer Happiness Manager. This person is laser-focused on delivering the best customer experience, going above and beyond for GrowFlow customers, their team, their peers, and the company.
The mission of the Customer Happiness Manager is to continue to build an efficient and thoroughly-educated team to bring daily success and "wow" experiences to our customers. They are the leader of a group of highly capable professionals and sees their team's and their customer's personal and professional success as their number one priority.
We're in a special market
We have a stellar reputation for being customer-focused and providing industry-leading customer service and aim to maintain that level of excellence with a laser focus on customer needs.
We live our core values. We support and maintain a close and integrated team culture and support engaging, solutions-oriented, high-quality internal and external communication.
The cannabis space is very unique due to the nature of an ever-changing regulatory landscape and explosive growth in market size, we stay ahead of the curve.
While we're a growth-stage company, our environment is typical of a start-up:
We work in small teams, are fast-paced, and we all get a lot done by everyone wearing many hats.
We are serious about optimizing our time and staying focused on the most important goals and outcomes.
We are a remote team and are completely on board with 100% remote work, meaning we focus on over-communication to ensure we can stay in sync despite our physical distance.
We're building repeatable processes while growing and maintaining the business.
Flawless execution requires ...
An A-Player for a Customer Happiness Manager is someone who daily embodies a passion for envisioning and creating a culture of delivering happiness through customer-centric experiences. They drive success, retention, and lifetime value with GrowFlow customers by maintaining a high standard measured by key metrics. This person will lead by example and continuously challenge themselves to identify a continuous individual and team improvement. They are not satisfied with the status quo or with common industry standards. They have fresh new ideas on how to revolutionize SaaS support in the cannabis industry and they have the dedication and courage to make those ideas happen. This opportunity is for someone who is customer-focused, detail-oriented, a great listener, organized, disciplined, and who has a strong desire to grow professionally.
See if you fit our requirements.
For this role, we are looking for someone with the following characteristics:
5+ years experience in customer support
2+ years experience in cannabis on the license, regulatory, or cannabis SaaS
4+ years leadership experience
Familiarity with working in "startup" style product environments
Obsessed with delivering the best customer experience
Excellent time management, organizational, problem-solving, and leadership skills
Ability to own and deliver departmental KPIs
Extreme attention to detail and commitment to accuracy and quality
Excellence in customer education and delivering a quality educational experience
Familiarity with Intercom, Zendesk, Slack, Confluence, and Hubspot
Ability to pass a background check; have appropriate work authorization
Your Mission & Responsibilities:
Day-to-day personnel management
Create and deliver on departmental OKRs that support overall company goals.
Lead team of leads and individual contributors to success by creating individual OKRs.
Hire, motivate, and retain high-performing team members.
Coach team members and lead performance reviews, performance improvement plans, and career development.
Conduct interviews, team meetings, 1:1s, and retrospectives.
Collaborate with team leads to identify gaps and opportunities for optimizing customer experiences.
Delegate and prioritize work with the team.
Accountable for managing and maintaining internal and external expectations on support coverage and capacity.
Jira ticketing management and resolution metrics
Manage Tier 1 and Tier 2 customer escalations and throughput using Intercom & JIRA.
De-escalate escalated customer tickets.
Creative problem solving around complex company goals.
Maintain quality and effectiveness of help desk software.
Responsible for maintenance of team metrics and development of new metrics to track team success.
Use metrics to forecast, plan, and manage team resources.
Maintain quality and efficiency of departmental tools, software, and documentation.
Collaborate cross-departmentally to resolve customer escalations.
Cross-departmental creation and execution of policies and processes.
Proactive problem-solving on capacity management with company growth.
Advocate for improvement in tools, processes, based on need.
Responsible for maintaining department budget.
Maintain and continue to grow team culture.
Management of external training team and their key metrics
Management of internal training program
Other Details.
We are a fully remote company and this position will be remote.
We are currently only hiring within the United States and Canada.
We are looking for someone who is ready to join us full-time after a brief trial period (all our employees do this).
We offer health benefits, 401k, unlimited time off, charity matching, and other cool perks.
We are offering an annual starting salary of between $40,000 - $45,000 USD.
The mission of the Customer Happiness Manager is to continue to build an efficient and thoroughly-educated team to bring daily success and "wow" experiences to our customers. They are the leader of a group of highly capable professionals and sees their team's and their customer's personal and professional success as their number one priority.
We're in a special market
We have a stellar reputation for being customer-focused and providing industry-leading customer service and aim to maintain that level of excellence with a laser focus on customer needs.
We live our core values. We support and maintain a close and integrated team culture and support engaging, solutions-oriented, high-quality internal and external communication.
The cannabis space is very unique due to the nature of an ever-changing regulatory landscape and explosive growth in market size, we stay ahead of the curve.
While we're a growth-stage company, our environment is typical of a start-up:
We work in small teams, are fast-paced, and we all get a lot done by everyone wearing many hats.
We are serious about optimizing our time and staying focused on the most important goals and outcomes.
We are a remote team and are completely on board with 100% remote work, meaning we focus on over-communication to ensure we can stay in sync despite our physical distance.
We're building repeatable processes while growing and maintaining the business.
Flawless execution requires ...
An A-Player for a Customer Happiness Manager is someone who daily embodies a passion for envisioning and creating a culture of delivering happiness through customer-centric experiences. They drive success, retention, and lifetime value with GrowFlow customers by maintaining a high standard measured by key metrics. This person will lead by example and continuously challenge themselves to identify a continuous individual and team improvement. They are not satisfied with the status quo or with common industry standards. They have fresh new ideas on how to revolutionize SaaS support in the cannabis industry and they have the dedication and courage to make those ideas happen. This opportunity is for someone who is customer-focused, detail-oriented, a great listener, organized, disciplined, and who has a strong desire to grow professionally.
See if you fit our requirements.
For this role, we are looking for someone with the following characteristics:
5+ years experience in customer support
2+ years experience in cannabis on the license, regulatory, or cannabis SaaS
4+ years leadership experience
Familiarity with working in "startup" style product environments
Obsessed with delivering the best customer experience
Excellent time management, organizational, problem-solving, and leadership skills
Ability to own and deliver departmental KPIs
Extreme attention to detail and commitment to accuracy and quality
Excellence in customer education and delivering a quality educational experience
Familiarity with Intercom, Zendesk, Slack, Confluence, and Hubspot
Ability to pass a background check; have appropriate work authorization
Your Mission & Responsibilities:
Day-to-day personnel management
Create and deliver on departmental OKRs that support overall company goals.
Lead team of leads and individual contributors to success by creating individual OKRs.
Hire, motivate, and retain high-performing team members.
Coach team members and lead performance reviews, performance improvement plans, and career development.
Conduct interviews, team meetings, 1:1s, and retrospectives.
Collaborate with team leads to identify gaps and opportunities for optimizing customer experiences.
Delegate and prioritize work with the team.
Accountable for managing and maintaining internal and external expectations on support coverage and capacity.
Jira ticketing management and resolution metrics
Manage Tier 1 and Tier 2 customer escalations and throughput using Intercom & JIRA.
De-escalate escalated customer tickets.
Creative problem solving around complex company goals.
Maintain quality and effectiveness of help desk software.
Responsible for maintenance of team metrics and development of new metrics to track team success.
Use metrics to forecast, plan, and manage team resources.
Maintain quality and efficiency of departmental tools, software, and documentation.
Collaborate cross-departmentally to resolve customer escalations.
Cross-departmental creation and execution of policies and processes.
Proactive problem-solving on capacity management with company growth.
Advocate for improvement in tools, processes, based on need.
Responsible for maintaining department budget.
Maintain and continue to grow team culture.
Management of external training team and their key metrics
Management of internal training program
Other Details.
We are a fully remote company and this position will be remote.
We are currently only hiring within the United States and Canada.
We are looking for someone who is ready to join us full-time after a brief trial period (all our employees do this).
We offer health benefits, 401k, unlimited time off, charity matching, and other cool perks.
We are offering an annual starting salary of between $40,000 - $45,000 USD.
Apply for this job with GrowFlow
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