Dynamic Customer Experience Associate – B2B SaaS & Logistics Support Specialist for a Leading Cannabis Distribution Platform at brighthush

About brighthush

brighthush is the world’s #1 licensed cannabis wholesale platform, delivering over $1 billion in product value annually to retailers across California, New York, and Nevada. Our mission is simple yet powerful: empower the world to discover cannabis by providing choice, access, and innovation. We do this through a modern, scalable, technology‑first platform that connects hundreds of brands with thousands of retail partners, ensuring seamless order fulfillment, compliance, and customer experience at every touchpoint.

Backed by a visionary group of investors—brighthush, brighthush Co‑Founder Stanley Tang, brighthush Hall of Famer Joe Montana, brighthush creator Paul Buchheit, and brighthush co‑founder Justin Kan—brighthush is rapidly expanding across the U.S. and positioning itself as the largest and most influential cannabis distribution network worldwide. As a fully remote, high‑growth company, we blend cutting‑edge technology with a culture of collaboration, transparency, and continuous learning.

Why Join brighthush

At brighthush, you’ll be part of a mission‑driven team that is redefining an entire industry. We’re not just a platform; we’re a catalyst for innovation, compliance, and community. By joining our Customer Experience (CX) team, you’ll:

• Work with a dynamic, cross‑functional group that includes Operations, Sales, Finance, and Compliance.
• Help shape the future of cannabis distribution by providing real‑time feedback that drives product and process improvements.
• Gain exposure to a high‑scale SaaS environment that rewards ownership, creativity, and results.
• Enjoy a fully remote work model that offers flexibility, work‑life balance, and the freedom to thrive from anywhere.
• Benefit from a culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Key Responsibilities

Partner Support & Communication

• Serve as the primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses.
• Manage high‑volume, multi‑channel queues (Zendesk, Slack, and phone) while consistently meeting SLA targets and quality standards.
• Deliver white‑glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues.
• Handle outbound follow‑up on open cases, escalations, and relationship‑sensitive communications with appropriate tone and urgency.

Order & Account Management

• Monitor and manage order workflows end‑to‑end, including intake, fulfillment coordination, exception handling, and delivery resolution.
• Process and track order adjustments, cancellations, returns, and account‑level changes in internal systems.
• Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance.
• Identify recurring order or account issues and proactively flag patterns to supervisors with documented context.

Cross‑Functional Coordination

• Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner‑facing issues that require multi‑department input.
• Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform.
• Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements.
• Support ad‑hoc projects, testing, and process rollouts as directed by CX leadership.

Performance & Quality

• Meet or exceed individual KPI targets, including response time, resolution rate, CSAT, and contact quality scores.
• Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance.
• Demonstrate consistent reliability in attendance, schedule adherence, and communication standards.
• Surface partner feedback and recurring friction points to the team as inputs for product and process improvement.

Essential Qualifications

• Minimum of 2 years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment.
• Strong written and verbal communication skills in English, with meticulous attention to grammar, tone, and accuracy across digital and voice channels.
• Proven ability to manage high‑volume, multi‑channel queues while maintaining consistent quality and responsiveness.
• Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); quick to learn new platforms.
• Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing.
• Self‑motivated and capable of working independently in a remote environment with Apply for this job