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Requirements and responsibilities
About the OpportunityWe are an intrinsically motivated team that works without ego, is constantly learning, and gains a deep sense of satisfaction when our customers email us thank you letters like this one: “I can’t praise Distru enough, it’s head and shoulders above any platform I’ve encountered to date. Thank you for your persistence and providing us with the right tools.”You will be working closely with the Customer Success Team and take ownership over making sure our customers are able to use Distru to its fullest to stay compliant and efficient in the cannabis industry. You are passionate about helping people and customer-obsessed. You enjoy and are exceptional at building relationships. You thrive working with a positive team and staying organized. You get excited about the success of Distru customers that will in turn help them build a thriving business in a fascinating growing market.In addition to our competitive pay plan with equity, we will actively enable you to reach your career goals and grow with us. We are constantly learning and solving real problems for the cannabis industry. The success of this industry matters!This is a remote full-time opportunity where you will hired as a Contractor.Things you may work onSupporting customer happiness and retention working cross-functionally with customer success, engineering, product, and salesResponding to support tickets and identifying their issuesRelaying advanced customer problems to customer success and engineering with detailed notes to help them address the problemSolving complex tickets with tools like SQLMaking video recordings of solutions for customers to have them watchJumping on the phone with customers to debug issuesIdentifying common questions that should have a knowledge base article and helping us create that articleMaster the tools we use in-house (i.e. Hubspot, Intercom, SQL)Desired ExperienceA strong desire to learn and succeed in supporting cannabis operationsExcellent written communication skillsAbility to communicate fluently in EnglishComfort on the phone, strong email writing skills, and happy to handle objectionsA good sense of humor and desire to have funBe willing to work specific hours to provide support coverage to our customersPrior experience taking calls directly from customers in a technical support capacityThe ability to write about technical subjects clearly in a non-boring styleProposes solutions, doesn't just point out problemsProven to leverage tools to help solve problems i.e excel, software, etc.Previous CRM experience, Hubspot is a plusPrevious experience using technical tools like SQLExperience in the cannabis industryPrevious SaaS support experienceHands-on experience managing customer issues through ticketing solutions (such as Intercom)Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS SolutionBenefitsFully remote work environment. We have teammates in 4 continents!Competitive medical, dental and vision plan options for the employee and their dependents 18 days Paid Time Off (We want you to use these!) + 11 Holidays. Sick days do not count toward theseCompetitive compensation structureInterview Process30-minute Initial Interview.45-minute Cultural Interview with Team ManagerTake-home assignment + 1-hour Technical Interview with Support Manager30-minute Team AMA InterviewOffer LetterDistru was formed by an environment of mutual respect and trust made up by people working together without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age
Optionally, you can add more information later (benefits, pre-screening questions, etc.)