Cx Supervisor

Summary

Join Nabis, the leading licensed cannabis wholesale platform, as a CX Supervisor! Oversee the Order Support Associates, ensuring smooth daily operations and timely deliveries. Manage escalated issues, create tickets, and foster cross-functional collaboration. Maintain standard order support tasks, responding to communications across various channels. Adapt to evolving business needs, taking on additional responsibilities and cross-training. This role requires strong communication, organizational skills, and proficiency in Nabis platform and tools. Nabis offers competitive pay, medical/dental/vision benefits, and a fun, energetic work culture.

Requirements

• Excellent multitasking/organizational skills
• Strong verbal and written communication abilities and practices proactive communication
• Extensive knowledge of Nabis California procedures and principles
• Ability to handle escalated partner complaints and issues calmly and professionally
• Capable of coaching and mentoring associates effectively
• Proficiency in Slack, Zendesk, and the Nabis platform
• Ability to hold associates accountable for KPIs and ensure response times are met
• Skilled in providing and receiving constructive feedback

Responsibilities

• Supervise the CX team, ensuring adherence to SOPs, Schedule, and exceptional service delivery
• Help train and supervise the Confirmations team as they migrate to the CX umbrella
• Provide Supervisor role and experience in New York - Create SOPs and processes while we build the NY team and prepare for a NY-based manager
• Handle escalated portal issues, post-delivery Metrc concerns, and other escalated matters, routing tickets to appropriate departments as needed
• Monitor CX team members’ inboxes to ensure responses are sent to partners within the SLA and prompt associates to respond if that threshold is exceeded
• Review and reassign emails when necessary to ensure quality responses are provided
• Assist with capacity management within the omnichannel (Tickets, Phones, Order Support)
• Assist with inbound and outbound calls during high-volume periods
• Assist with Slack requests during peak times, ensuring drivers receive responses within 5 minutes
• Assign Slack requests to CX associates based on availability within the CX schedule
• Review incoming requests and ensure all threads are resolved by the end of the day
• Ensure the Delayed Order SOP is consistently followed and continue to maintain the Delayed Order Sweep sheet
• Conduct 1x1 coaching sessions with agents weekly, providing feedback and reviewing their KPIs
• Flexibly support the omnichannel and take on additional workstreams as they present themselves
• Review and offer guidance on the Nabis platform, supporting manager projects and SOP creation

Benefits

• Competitive pay starting at $23.50 per hour, paid weekly
• Medical/Dental/Vision is offered to all full-time employees