Customer Support Lead, Payments
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 Lead, Payments with exposure to payments and financing use-cases to join our growing team in New York City. 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.
This role will own and drive the customer service function for payments and work across the organization to identify, plan, and commit to processes which make commerce between cannabis companies radically simple.
Responsibilities
- Executes policies and procedures to facilitate a quality customer service experience for customers using our payments and financing solutions.
- 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 Salesforce to share customer touchpoints with CSMs and account stakeholders.
- Identifies and shares customer trends and product feedback to improve the customer experience and drive further retention.
- Acts as a liaison between the customer service team and other internal and external teams
- Ensure updated content across customer-facing resources through article development, macro creation, and video development.
- Utilize Jira to consolidate, solidify, and share end user product feedback with the product team.
- Work collaboratively with a remote CS org including teammates in various office locations.
- Performs other related duties as assigned.
Qualifications
- 3+ years of customer service experience across payments, commerce and enterprise focused platforms
- Track record for supporting customer service function while a company is growing at scale
- Strong leadership abilities to maintain, level-up, and inspire both the team and the community we serve in the marketplace
- Ability to partner with business teams on commercial concepts and distribution strategies to ensure a collaborative customer engagement approach
- Exposure or experience covering existing and emerging financial technologies such as digital payments, credit and/or banking use cases
- 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.