Customer Experience Manager
Skills
- Excellent verbal and written communication across phone, Zendesk, and Slack.
- Customer de-escalation and retention experience.
- Operational and SOP development skills.
- Data-driven decision making and basic analytics.
- Ability to train customers and internal teams on platform workflows.
- Cross-functional coordination and stakeholder management.
Responsibilities
- Own external communications between brands/retailers and Nabis across Zendesk, Slack, phone, and other channels.
- Monitor and respond to inbound communications; ensure timely response and resolution metrics are met.
- Serve as primary contact for escalations and coordinate resolution with Operations Managers and GM.
- Train brands on the Nabis portal and onboarding process; provide white-glove support for first orders.
- Create, document, and assign SOPs after post-mortems of escalated incidents.
- Coach, manage, and develop the CX team, holding them accountable to KPIs and processes.
- Establish cross-department SOPs and close ownership gaps between teams.
- Track partner metrics (sales, inventory, fees) and advise brands and sales on operational impacts.
- Act as floating backup manager and support one-off requests, quotes, and p2p coordination.
Education
- High school diploma or equivalent required; bachelor's degree preferred.
- No specific major required—prefer business, communications, or operations-related fields.
- Must be at least 21 years of age (required for cannabis industry roles).
Benefits
- Base salary starting at $80,000 + bonus potential
- Medical, dental, and vision coverage
- 401(k)
- Fully remote work with flexibility and autonomy
- Opportunity to work at a fast-growing startup in cannabis
- Inclusive and diverse team culture
Average salary estimate
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