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.