Product Support Agent
At Flowhub, we're about more than technology — we're on a mission to make legal cannabis accessible to everyone. Founded in 2015, Flowhub pioneered the first Metrc API integration to help dispensaries stay compliant. Today, over 1,000 dispensaries trust Flowhub's point of sale, inventory management, business intelligence, and mobile solutions to process $3B+ cannabis sales annually. We exist to make safe cannabis products accessible to every adult on planet Earth.
The Product Support team interacts with our customer base more than any other role, meaning Product Support is the voice of Flowhub. Flowhub focuses intently on delivering world-class customer experiences and firmly believes this differentiates us from our competition. With the Cannabis Industry continuing to grow, we want to bring in the best of the best talent we see.
As a Product Support Agent, you will field and resolve inquiries from our customers through phone, chat, email, and screen-sharing solutions.
You Should Apply If
You’re curious by nature, striving to create solutions for complex problems and finding a sense of ownership in your cannabis education.
You have a strong sense of urgency and enjoy problem-solving complex issues swiftly, efficiently, and accurately.
You assume positive intent from clients. You find excitement in resolving their problems and possess a keen sense of detail in documenting them.
You understand our mission to make cannabis safe and accessible for all comes first, and you strive to offer support that leaves a client feeling heard and welcomed to come back.
You’re excited to support a dynamic application that constantly evolves to meet the needs of a rapidly changing industry rather than something static.
You Should Not Apply Here If
You find it challenging to manage multiple priorities or thrive in slower-paced environments. Multitasking is the norm at Flowhub.
You’re most comfortable in settings with in-person structure and the rhythm of a conventional office. Since we’re fully remote, the people who really thrive here are self-motivated and great at managing their own priorities.
Responsibilities
Manage communication around customer support email, chat, and phone inquiries, performing due diligence to find appropriate responses, and operating within Flowhub’s company values.
Maintain accurate records and tickets to ensure Support requests are properly tracked and documented.
Help customers navigate general navigation to complex state-by-state compliance workflows.
Escalate items to the appropriate channels to address customers’ questions and technical inquiries within the established SLAs of Flowhub.
Qualifications
At least one year of experience in non-conventional support, highly regulated industry or significant cannabis industry experience, Biotrack knowledge is preferable.
For consideration towards the Tier II position, two to four years of experience with METRC, or Biotrack.
At least a 45 WPM typing speed
This is a remote role, and the candidate must have a stable internet connection, a designated location to work, and a backup plan if one of those goes out.
Comfortable with navigating both Windows, iOS, and Mac operating systems.
Proficient in written and spoken communication
Familiarity with G-Suite applications
For consideration towards the Tier II position, proficiencies in Logrocket and Postman.
Ability to think through problems in a logical manner, following Flowhub Product Support’s Troubleshooting Theory
Ability to learn on the fly when new features, compliance laws, tools, etc., come up
Ability to work within established processes when it comes to troubleshooting, casework, and policy
Must be available for nights, weekends, and holidays
This role is open to anyone within the United States, except for candidates in CA, NY, OR, and WA, with compensation that aligns with your location. Starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is eligible for a competitive benefits package that includes: medical, dental, vision, life & disability insurance, 401(k) retirement plan, paid holidays, 3 weeks of paid time off, and other benefits.