Product Support Agent

At Flowhub, we're about more than technology — we're on a mission to make legal cannabis accessible to everyone. Founded in 2015, Flowhub pioneered the first Metrc API integration to help dispensaries stay compliant. Today, over 1,000 dispensaries trust Flowhub's point of sale, inventory management, business intelligence, and mobile solutions to process $3B+ cannabis sales annually. We exist to make safe cannabis products accessible to every adult on planet Earth.

Product Support is an integral and crucial element of Customer Success. The Product Support team interacts with our customer base more than any other role, meaning Product Support is the voice of Flowhub. Flowhub focuses intently on delivering world-class customer experiences and firmly believes this differentiates us from our competition. With the Cannabis Industry continuing to grow, we want to bring in the best of the best talent we see.  

As a Product Support Agent, you will field and resolve inquiries from our customers through Phone, Email, and Screen Sharing solutions.  

The ideal candidate is an outstanding problem solver who thrives on assisting others in high-impact environments. You are also an excellent and active listener who identifies the presented problem and finds creative resolutions while maintaining strong empathy for the client. 

Responsibilities

• Manage communication around customer support email, chat, and phone inquiries, while performing due diligence to find appropriate responses.  

• Maintain accurate records to ensure Support requests are properly tracked and documented.

• Help customers navigate anything from basic how-to’s and navigation of the various Flowhub applications to much more complex issues. 

• Escalate items to the appropriate channels to address customers’ questions and technical inquiries within the established SLAs of Flowhub

Qualifications

• At least one year of experience in non-conventional support or significant cannabis industry experience, Biotrack and METRC knowledge is preferable

• At least a 45 WPM  typing speed 

• This is a remote role, and the candidate must have a stable internet connection, a designated location to work, and a backup plan if one of those goes out.

• Comfortable with navigating both Windows, iOS, and Mac operating systems. 

• A genuine interest in providing a world-class customer experience, where the client always feels their needs are addressed with empathy and care.

• Proficient in office software, email, and easily adaptable to new technology

• Familiarity with G-Suite applications 

• Ability to think through problems in a logical manner following Flowhub Product Support’s Troubleshooting Theory

• Ability to learn on the fly when new features, compliance laws, tools, etc. come up

• Ability to work within established processes when it comes to troubleshooting, casework and policy 

• Must be available for afternoons, weekends and holidays

This role is open to anyone within the United States, except candidates in CA, NY, or WA, with compensation that aligns with your location. Starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance, a 401(k) retirement plan, paid holidays, unlimited paid time off, and other benefits.

Base Salary $55,000 - $65,000 per year + Equity