Customer Support Specialist

Columbia, MD, United States

Curaleaf Holdings, Inc. (CSE: CURA) (OTCQX: CURLF) ("Curaleaf") is a leading international provider of consumer products in cannabis with a mission to enhance lives by cultivating, sharing and celebrating the power of the plant. As a high-growth cannabis company known for quality, expertise and reliability, the Company and its brands, including Curaleaf, Select, and Grassroots provide industry-leading service, product selection and accessibility across the medical and adult-use markets. In the United States, Curaleaf currently operates in 19 states with 150 dispensaries and employs nearly 5,500 team members. Curaleaf International is the largest vertically integrated cannabis company in Europe with a unique supply and distribution network throughout the European market, bringing together pioneering science and research with cutting-edge cultivation, extraction and production. Home | Curaleaf | Cannabis with Confidence

Our corporate social responsibility is Rooted in Good. We believe in taking corporate and social responsibility very seriously, from our educational outreach to national partnerships, state-wide initiatives and local causes. Giving back to the communities where we operate is important to us and helps to change old attitudes by showing the positive impact of cannabis in creating jobs, changing lives, and helping local communities. Social Responsibility | Curaleaf | Cannabis with Confidence

Our Mission: To enhance lives by cultivating, sharing, and celebrating the power of the plant.

Our Vision: To be the world's leading cannabis company by consistently delivering superior products and services and driving the global acceptance of cannabis.

Our Values:

Lead and Inspire.

Commit to Win.

ONE Curaleaf.

Driven to Deliver Excellence.

Customer Support Specialist

Type of Work: Full-Time

Pay Rate: $22.00/hr.

Shift Availability: Must have open availability, weekends, nights, holidays.

Location: On-Site, Columbia, MD

Curaleaf Culture:

At Curaleaf, we have a passionate commitment in everything we do. From innovative products to promoting social justice, from environmental sustainability to building world-class brands, we know that none of this is possible without our Team Members, which is why we’ve committed to fostering a diverse and inclusive experience for all.

What You’ll Do:

As a Customer Support Specialist, you will serve as the "Voice of the Customer," acting as a liaison between Curaleaf and our valued customers. Your responsibilities will include providing product information, resolving product-related situations, and enhancing the overall customer experience.

Responsible for the daily management of customer service within your designated region, including handling incoming "contact us" forms and addressing issues escalated from public forums such as social media platforms.

Collaborate within the organization to swiftly address customer concerns and streamline communication and processes.

Act as a solution-oriented troubleshooter for product issues and customer concerns.

Skillfully communicate in writing and collaborate with cross-functional business partners to ensure effective solutions for customers.

Organize and prioritize customer concerns within ZenDesk, adhering to service level agreements (SLAs) to ensure timely responses and resolutions.

Analyze weekly reporting by region to identify trends and areas of opportunity, ensuring continuous improvement in customer support.

Consolidate community feedback into actionable insights by actively listening and identifying trends to enhance our products and services.

Report and log any defective product issues or concerns to the Quality Assurance Team, contributing to the improvement of our product offerings.

What You'll Bring:

Experience working in customer service setting, experience in call center environment a plus

Experience using ZenDesk or Sprout

Knowledge of Microsoft products including Word, Excel, Outlook, Powerpoint, and Teams

Familiarity with the cannabis industry and compliance

Flexibility to work days, nights, weekends, and holidays

What We Offer:

Competitive Pay

Medical, Dental, Vision Benefits

Healthcare and Dependent Care Flexible Spending Account (FSA)

Health Savings Account (HSA)

Retirement Plan - 401(K)

Life/AD&D Insurance

Short- and Long-Term Disability

Paid Parental Leave

Community Involvement Through our Rooted in Good Initiative

Employee Resource Groups

Employee Referral Payment Program

Paid Time Off (PTO)

Employee Assistance Program

Commuter Benefits

Employee Product Discounts

Curaleaf Awards and Achievements:

2023 Ragan’s Top Places to Work

2022 TIME100 Most Influential Companies

2020 Cannabis Doing Good’s Good Neighbor Award

2020: Minorities for Medical Marijuana’s Diversity & Inclusion Award

Follow us on Social Media:

Instagram: @curaleaf.usa

Twitter: @Curaleaf_Inc

Not all benefits listed above are available to all employees at all locations.

Curaleaf is an equal opportunity employer. Curaleaf recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as requires by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Individuals adversely impacted by the war on drugs are encouraged to apply.

Current Curaleaf employees should use our internal job board to submit an application for current openings: https://app2.greenhouse.io/internal_job_board

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