Help Us Make History
At Leafly, we’re leading the creation of a brand new industry around a product that has been illegal and stigmatized for the past 100+ years. While we’ve made some great strides since our founding in 2011, we’re looking for the next group of talented individuals who are going to make this happen.
Leafly believes that cannabis is good for the health and happiness of the world. We help consumers find cannabis products in their local community, and by doing so, help retail stores and product companies advertise their products to a uniquely captive and educated audience.
We are building the technology products that will drive the cannabis business into the future. To do that, we’re going to continue to reimagine the role cannabis can play in people’s lives around the globe. We love working with people who are passionate, creative, execution-focused and driven to do great things every day.
WHEN WAS THE LAST TIME YOU HAD FUN AT WORK? It’s a great time to join Leafly (www.leafly.com). Help us continue our rapid growth as the world’s most trusted guide for those looking to make informed decisions about cannabis. Our vision is to create a global community that openly embraces legal cannabis and the accessibility that comes with it.
What You Will Be Doing:
The Director of Customer Service ensures all of Leafly’s customers (website visitors and customers as well as retailer and brand clients) receive world-class service. In this role, you’ll lead a team of front line support specialists to deliver outstanding customer and client support on a day-to-day basis, including live customer support, client inquiries, and website contact and review submissions. You’ll develop and improve scalable processes and constantly look for ways to optimize tools and workflows to excel as demand increases. You’ll coach and develop this team in the spirit of Leafly’s mission and communicate how their work impacts our organizational goals.
Responsibilities:
- Deliver consistent support across our multiple channels (live customer, client, website)
- Work with the Manager of Customer Support to staff and schedule our day, evening, and weekend shifts, including on-call support
- Use data to identify trends in order to prioritize improvements with CS team, product, and engineering
- Set and follow up on quantifiable goals to track improvements
- Evangelize, cheer, and support our support specialists and the customers/clients that they help on a daily basis. Demonstrate empathy for our staff and for the clients. Own the satisfaction of both our customers as well as the team that supports them from the front line
- Introduce and retire CS offerings to maximize efficiency and overall impact, including successful and delightful customer deflection
- Develop career pathing and support skill development for CS individuals and team
- Ensure CS can scale as we grow by leveraging internal and external resources to provide the best customer/client experience
- Work and communicate cross-functionally to make sure the team is ready for all product and process updates
- Be a positive leader who recognizes good work, coaches regularly, and evangelizes our organizational mission to drive focus
Qualifications:
- 7+ years experience in customer and/or client support, 5+ as a team manager
- Experience in research, implementing, and optimizing 3rd party customer support tools
- Can handle ambiguity by using common sense, problem solving skills and an acute sense of judgment.
- Prior marketplace experience for B2C and B2B tech company a plus
- Knowledge and experience with all facets of external/customer service and operations
- Must be a collaborative team-player
- Strong empathetic instincts as both a leader and customer advocate
- Understanding of creating a balance between delighting all customers and operating a business
- Strong attention to detail and follow through
- Sense of humor – ability to stay cool under pressure
- Avid dedication to learning and improving as an individual and team
- Strong analytical and technical capability and understanding
- Have you experienced the Leafly app? We are actively seeking individuals that understand our product and have a zest for learning more. Download on iOS or Android today, and subscribe to our newsletter on leafly.ca for updates.
NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. Leafly is committed to maintaining a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status will receive consideration for employment. If you have any accessibility requirements or concerns regarding the hiring process or employment with us, please notify us so we can provide suitable accommodation.
Please, no phone calls/no recruiting agencies.
The job description is representative of typical duties and responsibilities for the position and is not all-inclusive. Other duties and responsibilities may be assigned in accordance with business needs. We are proud to be an equal opportunity employer. A background check will be conducted after a conditional offer of employment is extended.