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Customer Support Lead

| Greater NYC Area

About LeafLink

LeafLink is a SaaS marketplace that provides licensed cannabis dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage their operations and scale.

With over 3,000+ dispensaries and more than 1,000+ leading brands in 19 states and territories, LeafLink is setting the industry standard for how cannabis brands and retailers work together.

Our team, backed by funding from leading VC’s, is poised to define the cannabis wholesale market. LeafLink was also named one of Fast Company’s ’Top 10 Most Innovative Companies in Enterprise for 2018, joining the ranks of Amazon, Slack, and VMWare and we are hungry for more!

Qualifications:

  • 2+ years of customer support experience, ideally in a startup environment
  • 2+ years communicating technical software solutions with non-technical end users
  • 2+ years of experience providing QA support to an engineering/product team
  • 2+ years of experience training clients on a SaaS software solution, with strong presentation skills and ability to lead a group of individuals through a software demonstration
  • Experience Answering ZenDesk Support Tickets 
  • Experience in conflict resolution techniques
  • Track record of building and maintaining strong, long-lasting customer relationships virtually and through site visits to ensure maximum client success

Responsibilities:

  •  Become a LeafLink platform expert, training new clients on the software and staying up to date on its latest features & functionality
  • Interact with clients via support ticket, email, phone, and chat to help solve software issues and maintain internal notes about those issues in ZenDesk
  • Work directly with with LeafLink’s Engineering team to address client needs, prioritizing customer issues and providing sufficient background information for technical resolution
  • Maintain a deep understanding of the client experience by building close relationships with clients, identifying and resolving potential issues before they become problems
  • Identify new opportunities in existing accounts, partnering with the business development team to increase revenue streams
  • Deliver on-call support during non-business hours on a rotating basis
  • Consolidate Frequently Asked Questions into a “Knowledge Center” for the team 
  • Build out client accounts with accurate product information and settings (data entry) 

Who You Are:

  • You are the poster child for startup hustle: change is your only constant, no challenge is too big, and no task is too small
  • Self-motivated and excited by the potential to own what you do
  • Detail-oriented and meticulous when entering data
  • Eternal optimist who is invigorated by challenges and jumps in with solutions
  • Excellent listener with strong written and verbal communication skills 
  • You have a knack for technology, with a keen ability to understand and troubleshoot software issues
  • Knowledge of key project management concepts including phases, plans, deliverables, scope, and tasks
  • Multi-tasker and connector, an organized operator who executes on both internal and external responsibilities
  • Proficient user of Microsoft Office and Google tools

Benefits:

  • Generous PTO
  • Fun office environment
  • Competitive salary
  • Benefit Matching (medical, dental, vision)
  • 401k Offered
  • Stock options
  • Team events
  • Brand spanking new office in FiDi
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • DjangoLibraries
    • DjangoFrameworks
    • VueFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • LeafLink CRMCRM
    • MailChimpEmail
    • Google InboxEmail

Location

In the heart of the Financial District, we're accessible to most train 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

Growth Manager

How has your career grown since starting at the company?

As cliche as it may sound, one of my favorite things at LeafLink is that no day is ever the same. I’m excited to go into the office every single day to see what the day brings. At LeafLink, EVERYONE has a voice. In addition to the breakout success our service saw in California, my life also drastically changed. I saw my earnings increase over 300%

Josh

Account Executive, LA Manager

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 Medical, Dental and Vision insurance, as well as Disability and Life Insurance. We also have a generous stock option plan, 401k and great branded merchandise.

Health Insurance & Wellness Benefits
Disability Insurance
Leaflink offers voluntary long-term and short-term disability plans.
Dental Benefits
LeafLink's dental plan has no deductible and covers 100% of preventative services, including X-rays, and has a $5 co-pay.
Vision Benefits
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 Benefits
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.
Wellness Programs
LeafLink offers discounted Gym memberships to its full time employees.
Retirement & Stock Options Benefits
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.
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.
Paid Holidays
Leaflink offers 11 days per year for Major Holiday observance.
Perks & Discounts
Casual Dress
LeafLink's casual dress policy allows our employees to work however they feel most comfortable, whether that be in tie-die t-shirts and shorts or jeans and a sweatshirt.
Commuter Benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company Outings
LeafLink has quarterly team outings, an annual holiday party, and an annual incentive trip.
Stocked Kitchen
LeafLink offers unlimited snacks, tea and coffee.
Professional Development Benefits
Job Training & Conferences
LeafLink has a generous annual budget for attending industry conferences and events.

Additional Perks + Benefits

LeafLink offers employees a chance to visit other offices through our AccoLLade program. Once a month an employee is recognized for exemplifying one of our Core Values. That employee is given an all expenses paid trip to a LeafLink Local event. Recent winners have travelled to Washington and Arizona.

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