Open and maintain customer accounts by accurately recording all account information.
Manage inbound partner and customer emails, ensuring timely responses within 24 hours.
Collaborate with the social media team to monitor and address service-related issues flagged online.
Resolve product or service issues by identifying root cause and offering solution-driven guidance and working with various business unit partners.
Educate customers on cannabis product types, usage guidelines, terpenes, cannabinoid profiles, and promotional opportunities.
Support both retail dispensaries and wholesale clients with order entry, refunds, exchanges, and general inquiries.
Maintain accurate records of customer interactions and transactions within CRM and service tools and report data monthly.
Contribute to the development and ongoing maintenance of internal knowledge resources (FAQs, SOPs, playbooks).
Recommend and assist with implementation of customer-service process improvements.
Assist with onboarding and training of future customer service team members.
Follow all communication procedures, documentation standards, and company policies.
Work cross-functionally with Sales, Inventory, Compliance, and Marketing teams to ensure smooth customer support experiences.
Perform additional duties assigned to support continuous improvement.
Other duties as assigned.

High school diploma or equivalent (GED).
3–5 years of experience in customer service, call center, or a related support environment.
Excellent written and verbal communication skills.
Proficiency in tools such as HubSpot, Microsoft Teams, and inventory/order management platforms (e.g., LeafTrade).
Ability to multitask and manage time effectively in a fast-paced, remote work environment.
Friendly, professional demeanor with strong interpersonal skills.
High attention to detail, accuracy, and documentation standards.
Data-driven mindset with the ability to interpret performance metrics to guide improvement.
Problem-solving attitude with a continuous improvement approach.
Familiarity with cannabis products, terpenes, cannabinoid profiles, and basic compliance guidelines preferred.
Experience working in the cannabis industry or as a budtender is a plus.
Comfortable with social media-based customer service interactions.
Passion for customer success, community wellness, and ethical business practices.
Background Check Required.

Comprehensive Health Coverage – Medical, dental, vision, and prescription plans available for employees and their dependents.
Mental Health & Wellness Support – Access to the AI-powered Sabender platform, confidential counseling and life coaching through PAS, nutrition coaching, and discounts at Husk Fitness.
Flexible Paid Time Off (PTO) – Generous PTO to support work–life balance (availability may vary by state—ask your recruiter for details).
Employee Assistance Program (EAP) – Free, confidential support for mental health, financial planning, legal matters, and more.
Paid Parental Leave – Dedicated time to rest, recharge, and care for your growing family.
401(k) with Company Match – Save for the future with a 4% company match and immediate vesting.
Pet Insurance – Affordable coverage options to keep your pets healthy.
Employee Discounts – Exclusive savings at any of TerrAscend’s 39+ dispensary locations.
Recognition Program – Earn points through peer-to-peer recognition and redeem for Amazon rewards or gift cards.
Disability & Life Insurance – Company-paid protection for life’s unexpected moments.

Customer Service Representative

Key skills