Technical Support Liaison
The Technical Support Liaison at Nabis serves as the critical bridge between the Customer Experience (CX) team and the internal Engineering team. This role is pivotal in ensuring seamless communication and operational efficiency within the company's technology-driven cannabis distribution platform.
Key responsibilities include acting as the primary point of contact for external-facing teams, reviewing escalations for clarity and urgency before they reach the tech team. The liaison investigates issues such as "stuck" orders or inventory synchronization problems, determining whether they stem from user errors or system bugs requiring developer attention. Additionally, the role involves performing Customer Change Requests (CCRs), such as manually updating shipping details or re-triggering orders, using internal tools and basic scripts to maintain warehouse operations. Translating customer concerns into clear reports for engineers and advocating for the CX team during weekly operational health syncs are also essential duties.
Candidates should have at least two years of experience in customer support or service, demonstrating a proven track record of handling customer inquiries with patience, empathy, and professional clarity. Superior communication skills are essential, with the ability to explain complex situations simply and write clear emails and bug reports. Logical thinking, adaptability to a fast-paced environment, and high attention to detail are also required.
The position offers a base salary between $65,000 and $70,000, along with unlimited paid time off and paid holidays. Medical, dental, and vision insurance are provided to all full-time employees, and a 401(k) plan with a match is available.
Nabis fosters a dynamic and inclusive company culture, emphasizing innovation and collaboration. Employees have opportunities for growth within a rapidly expanding industry, contributing to a mission-driven organization that empowers the world to discover cannabis through choice, access, and innovation.