Customer Experience Associate

About Nabis

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We’re at the forefront of this movement, building an innovative, technology-first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally.

About the Role

We are looking for a Customer Experience Associate to join our growing CX team in a fully remote capacity. In this role, you will serve as a frontline point of contact for Nabis’ brand and retail partners, delivering responsive, high-quality support across digital and voice channels. You will work within a structured, SaaS-supported operations environment handling inbound inquiries, order-related issues, account escalations, and cross-functional coordination — all in service of an exceptional partner experience.

The ideal candidate brings prior experience in a B2B customer service, account support, or operations role within a SaaS, logistics, distribution, or marketplace environment. You are a clear communicator, a skilled problem-solver, and someone who takes ownership of partner outcomes with a sense of urgency and professionalism.

Responsibilities

Partner Support & Communication

Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses

Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards

Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues

Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency

Order & Account Management

Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution

Process and track order adjustments, cancellations, returns, and account-level changes in internal systems

Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance

Identify recurring order or account issues and escalate patterns to supervisors with documented context

Cross-Functional Coordination

Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input

Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform

Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements

Support ad hoc projects, testing, and process rollouts as directed by CX leadership

Performance & Quality

Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores

Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance

Demonstrate consistent reliability in attendance, schedule adherence, and communication standards

Surface partner feedback and recurring friction points to the team as inputs for product and process improvement

Qualifications

Required

2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment

Strong written and verbal communication skills in English, with high attention to grammar, tone, and accuracy across digital and voice channels

Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness

Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); comfortable learning new platforms quickly

Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing

Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements

Strong organizational skills and the ability to manage multiple open cases simultaneously without loss of quality

De-escalation skills and the ability to navigate difficult partner conversations with empathy, patience, and professionalism

Availability to work a schedule aligned to US Pacific or Eastern business hours

Preferred

Experience supporting B2B accounts in distribution, wholesale, or supply chain industries

Familiarity with compliance-adjacent workflows (license verification, regulatory documentation, or similar)

Background in SaaS platform support, including troubleshooting user-reported issues and escalating to technical teams

Experience working within a tiered support model or structured escalation framework

Bilingual in Spanish and English is a plus

Compensation & Benefits:

Competitive compensation commensurate with experience and market

Fully remote work environment with a structured, collaborative team culture

Exposure to a high-growth, technology-first distribution platform operating at scale

Clear performance expectations with coaching and development support

Opportunity to grow within a CX organization that is investing in systems, people, and operational excellence

Nabis is an Equal Opportunity Employer

Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.