Customer Support Lead

| Hollywood
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
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • vueLanguages
    • DjangoLanguages
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

925 N La Brea, Los Angeles , CA 90038

An Insider's view of LeafLink

How do you collaborate with other teams in the company?

On a large scale, the LeafLink team collaborates during “Huddle Booze Report” (HBR), a biweekly meeting where team leaders present on company KPIs, accomplishments, and challenges (with some beers). Every member of the team is welcome to comment or ask questions, bringing forth their thoughts and ideas.

Claire

Growth Manager

How has your career grown since starting at the company?

As cliche as it may sound, one of my favorite things at LeafLink is that no day is ever the same. I’m excited to go into the office every single day to see what the day brings. At LeafLink, EVERYONE has a voice. In addition to the breakout success our service saw in California, my life also drastically changed. I saw my earnings increase over 300%

Josh

Account Executive, LA Manager

How do you make yourself accessible to the rest of the team?

As co-founder and CTO it’s important for me to maintain official communication channels with teams and individuals. We have various meetings that bring leadership together with teams which include sprint demos, retrospects, daily standups and one on one meetings. Open communication supports alignment and productivity something we are all about here

Zach

Co-Founder and CTO

What are LeafLink Perks + Benefits

LeafLink Benefits Overview

Leaflink provides Medical, Dental and Vision insurance, as well as Disability and Life Insurance. We also have a generous stock option plan, 401k and great branded merchandise.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Our dental plan covers $75 of expenses.
Vision Benefits
The vision benefits plan covers 75% for annual eye exams with $100 for glasses and contact lenses.
Health Insurance Benefits
Acme's health insurance policy covers up to 50% of out of pocket expenses.
Retirement & Stock Options Benefits
401(K)
LeafLink's 401k plan offers a broad range of available funds, including Vanguard, Fidelity, and American Funds.
Company Equity
LeafLink offers stock options through our Stock Option Plan.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company Outings
Acme Co. hosts company outings Annually.
Stocked Kitchen
LeafLink offers unlimited snacks, tea and coffee.
Parking
We offer employees A parking subsidy.
Professional Development Benefits
Job Training & Conferences
LeafLink has a generous annual budget for attending industry conferences and events.
Promote from within
Online course subscriptions available
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