Customer Support Lead Leaflink
West Hollywood, CA

Job Description

Customer Support Lead

* Sales
* 925 North La Brea Avenue, Los Angeles, CA, USA

Customer Support Lead - Los Angeles, CA

LeafLink (Named a Top 10 Most Innovative Company in the World - 2018 by Fast Company) is a well funded SaaS platform that provides a marketplace for retailers to purchase from their cannabis vendors, as well as a suite of software tools for those vendors to manage their orders and operations. With over 2,500 dispensaries and more than 750 leading brands across 15 markets, LeafLink is setting the industry standard for how cannabis vendors and retailers do business with each other.

LeafLink is seeking a Customer Support Lead to join our growing team. You will work directly with our clients as well as our Client Success, Engineering, and Business Development teams to grow our business, troubleshoot software issues, improve our product, answer ZenDesk support tickets and retain users. Together with the other members of the Client Success team, you will train our clients, tackle tough issues, and help lead our company into new territories.

This role is highly collaborative and cross-functional across internal teams. You need to be an outgoing and sociable self-starter who is comfortable with change, enjoys a fast pace, and can juggle many tasks and deadlines.

Experience Needed:

* 2+ years of customer support experience, ideally in a startup environment
* 2+ years communicating technical software solutions with non-technical end users
* 2+ years of experience providing QA support to an engineering/product team
* 2+ years of experience training clients on a SaaS software solution, with strong presentation skills and ability to lead a group of individuals through a software demonstration
* Experience Answering ZenDesk Support Tickets
* Experience in conflict resolution techniques
* Track record of building and maintaining strong, long-lasting customer relationships virtually and through site visits to ensure maximum client success

What You'll Do:

* Become a LeafLink platform expert, training new clients on the software and staying up to date on its latest features & functionality
* Interact with clients via support ticket, email, phone, and chat to help solve software issues and maintain internal notes about those issues in ZenDesk
* Work directly with with LeafLink's Engineering team to address client needs, prioritizing customer issues and providing sufficient background information for technical resolution
* Maintain a deep understanding of the client experience by building close relationships with clients, identifying and resolving potential issues before they become problems
* Identify new opportunities in existing accounts, partnering with the business development team to increase revenue streams
* Deliver on-call support during non-business hours on a rotating basis
* Consolidate Frequently Asked Questions into a "Knowledge Center" for the team
* Build out client accounts with accurate product information and settings (data entry)

Who You Are:

* You are the poster child for startup hustle: change is your only constant, no challenge is too big, and no task is too small
* Self-motivated and excited by the potential to own what you do
* Detail-oriented and meticulous when entering data
* Eternal optimist who is invigorated by challenges and jumps in with solutions
* Excellent listener with strong written and verbal communication skills
* You have a knack for technology, with a keen ability to understand and troubleshoot software issues
* Knowledge of key project management concepts including phases, plans, deliverables, scope, and tasks
* Multi-tasker and connector, an organized operator who executes on both internal and external responsibilities
* Proficient user of Microsoft Office and Google tools
* Benefits:
* Flexible PTO
* Fun office environment
* Competitive salary
* Benefit Matching (medical, dental, vision)
* Generous stock options
* Team events
* Cool Swag