Customer Support Agent

| Greater NYC Area
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About LeafLink

LeafLink is the regulated cannabis industry's largest wholesale marketplace, providing licensed dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage and scale their operations.

With thousands of retailers and thousands of brands across 26 territories in the US and Canada, we are setting the industry standard for how cannabis businesses grow together. LeafLink annually processes and manages more than $1 billion in wholesale cannabis orders - you can learn more about our history and path to $1B here http://firstbillion.leaflink.com/.

Our team, backed by funding from leading VC's, including Thrive Capital and Lerer Hippeau is poised to define the cannabis supply chain through technology. LeafLink was named one of Built In NYC's 'Best Places to Work in 2021', as well as one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise for 2020', joining the ranks of Amazon, Slack, and VMWare - and we're just getting started!

The Role

LeafLink is looking for a Customer Support Agent to support users across our multiple solution lines. They will work collaboratively with solution line experts to thoroughly understand the unique value propositions, the distinct workflows, and the best customers solutions across each line. 

We know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking. We have built and continue to expand our team of creative problem-solvers from a diverse group of industries, specialties and backgrounds. 

Responsibilities

  • Execute policies and procedures to facilitate a high quality support experience for customers across solution lines.
  • Hit target performance metrics and goals including first response time, time to resolution, and CSAT.
  • Use support tools to respond to users, track trends, implement new process improvements, and track tickets. Track activities in CRM to share customer touchpoints with CSMs and account stakeholders. 
  • Ensure updated content across customer-facing resources through article development, macro creation, and video development.
  • Act as a liaison between the customer support team and other internal and external teams. 
  • Identify and share customer trends and product feedback to improve the customer experience and drive further retention. 
  • Utilize Jira to consolidate, solidify, and share end user product feedback with the product team. 
  • Be a power user of LeafLink to develop and maintain a thorough understanding of the product and internal systems.
  • Help both customers and colleagues succeed through knowledge sharing and identifying creative solutions and work-arounds to multiple workflow needs.
  • Performs other related duties as assigned.

Qualifications

  • Bachelor's degree required.
  • 2+ years of experience with customer support for a SaaS platform. Marketplace and/or ecommerce experience is a plus.
  • Track record for supporting customer service function while a company is growing at scale.
  • Experience with servicing multiple business lines and users across multiple platforms.
  • Ability to partner with business teams on commercial concepts and distribution strategies to ensure a collaborative customer engagement approach.
  • Excellent communication skills to respond to users through email, ticketing system, and phone.
  • Experience using Zendesk, Jira, and Salesforce required.

Benefits

  • Flexible PTO to give our employees a little extra R&R when they need it  
  • Competitive compensation and 401k 
  • Comprehensive health coverage (medical, dental, vision) 
  • Commuter Benefits through a Flexible Spending Account
  • A robust stock option plan to give our employees a direct stake in LeafLink’s success

LeafLink’s employee-centric culture has earned us a coveted spot on BuiltInNYC’s Best Places to Work for in 2021 list. Learn more about LeafLink’s history and the path to our First Billion in Wholesale Cannabis Orders here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • VueLibraries
    • DjangoLibraries
    • DjangoFrameworks
    • VueFrameworks
    • AWS RedshiftDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • LeafLink CRMCRM
    • MailChimpEmail
    • Google InboxEmail
    • SlackCollaboration
    • ZoomCollaboration

Location

In the heart of the Financial District, we're accessible to most subway lines, the path train, and ferries, with almost too many lunch options!

An Insider's view of LeafLink

How do you collaborate with other teams in the company?

On a large scale, the LeafLink team collaborates during “Huddle Booze Report” (HBR), a biweekly meeting where team leaders present on company KPIs, accomplishments, and challenges (with some beers). Every member of the team is welcome to comment or ask questions, bringing forth their thoughts and ideas.

Claire

Director of Operations, Marketplace

How do you make yourself accessible to the rest of the team?

As co-founder and CTO it’s important for me to maintain official communication channels with teams and individuals. We have various meetings that bring leadership together with teams which include sprint demos, retrospects, daily standups and one on one meetings. Open communication supports alignment and productivity something we are all about here

Zach

Co-Founder and CTO

What are LeafLink Perks + Benefits

LeafLink Benefits Overview

LeafLink provides:

- Flexible PTO to give our employees a little extra R&R
- Competitive compensation and 401k
- Learning and Development stipend
- Comprehensive health coverage (medical, dental, vision)
- Commuter Benefits through a Flexible Spending Account
- A robust stock option plan to give our employees a direct stake in LeafLink’s success

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Leaflink offers voluntary long-term and short-term disability plans.
Dental insurance
LeafLink's dental plan has no deductible and covers 100% of preventative services, including X-rays, and has a $5 co-pay.
Vision insurance
Our vision plan covers annual eye exams and lenses after a $20 copay. Frames and contact lenses are covered up to $100 annually.
Health insurance
Leaflink offers a range of Aetna plans that cover both in network and out of network providers, and have copays as low as $20. We also have complimentary enrollment in One Medical and Teladoc.
Life insurance
Our voluntary Life Insurance plans offer our employees financial stability and security.
Pet insurance
Wellness programs
LeafLink offers discounted Gym memberships to its full time employees.
Mental health benefits
Financial & Retirement
401(K)
LeafLink's 401k plan offers a broad range of available funds, including Vanguard, Fidelity, and American Funds.
Company equity
LeafLink offers stock options through our Stock Option Plan.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Leaflink's Flexible PTO policy allows our team to execute ferociously, with the knowledge that they will be able to rest and recharge when they need to.
Generous PTO
Paid volunteer time
Paid holidays
Leaflink offers 11 days per year for Major Holiday observance.
Paid sick days
Office Perks
Commuter benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company-sponsored outings
LeafLink has quarterly team outings, an annual holiday party, and an annual incentive trip.
Free snacks and drinks
LeafLink offers unlimited snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
LeafLink has a generous annual budget for attending industry conferences and events.
Lunch and learns
Promote from within

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