Customer Support Associate

MariMed Inc. is a multi-state cannabis operator dedicated to improving the lives of people every day through its products, actions, and values. The Company develops, owns, and manages state-licensed cannabis facilities, including growing and processing facilities as well as medical and adult-use retail dispensaries. MariMed is at the forefront of research and innovation, and its craft cannabis cultivation approach has resulted in a portfolio of premium, award-winning, and top-selling product brands including Betty's Eddies™ fruit chews, Nature’s Heritage™ flower, Bubby’s Baked Goods and Hot Cocoa, Vibations Hydrating Drink mix, InHouse Flower, Gummies and Vape products and K Fusion™ precision-dose chewable tablets. The foundation of MariMed’s success is a culture of collaboration, compassion, and integrity.

Role Summary:

The Customer Support Associate at MariMed plays a pivotal role in ensuring a positive and engaging experience for our customers across retail and brand engagement. As the primary point of contact for all inbound customer communications including: search engine reviews, social media interactions, customer support emails and phone calls, and more, this individual will utilize various systems (Birdeye, Isolocity, and Microsoft 365) to monitor, analyze, and respond to customer feedback promptly.

For the retail business, this individual will work closely with the store teams in all markets to resolve all customer-facing issues promptly and ensure the right cross functional partners are informed. For the brand business, this individual will work directly with brand marketing teams, R&D teams, and sales teams to respond to, organize, and analyze customer feedback on Marimed brand products.

The ideal candidate will be passionate about customer satisfaction, possess excellent communication skills, a high level of professionalism, and thrive in a fast-paced, highly cross-functional environment. Must know and follow all regulations and policy guidelines.

Work is performed in the corporate office in Norwood, MA with occasional visits to field cultivation facilities and dispensaries.

Example of Duties:

Retail Reviews:

• Utilize the Birdeye platform to monitor and manage customer reviews on various platforms such as Google, Yelp, and other relevant channels.
• Respond appropriately and engage relevant leaders to problem solve.
• Work with Marketing to drive reviews and customer engagement online.
• Track and analyze customer feedback trends to provide insights for continuous improvement.
• Own and report on NPS for all retail locations, driving unique campaigns with marketing to drive engagement.

Social Media Engagement:

• Monitor and respond to customer comments, messages, and mentions across social media platforms for Retail (e.g., Instagram, Facebook).
• Foster positive relationships with customers through timely and thoughtful responses.

Customer Advocacy:

• Identify and escalate customer concerns or patterns to the appropriate teams for resolution.
• Proactively seek opportunities to turn negative experiences into positive ones.

Store Communication:

• Work closely with Store Managers for each location to respond to reviews promptly and appropriately.
• Work directly with store teams to resolve product complaints and transaction discrepancies.

Brand Communication:

• Manage and respond to all inbound customer feedback and comms to the brand accounts. Work closely with Brand Managers and Sales team to ensure all escalations are resolved locally.
• Manage customer complaints log and organize product feedback. Analyze for and report on trends, working with the sales & production teams to share information.

Documentation and Reporting:

• Maintain detailed records of customer interactions and feedback.
• Generate regular reports on customer satisfaction metrics and key performance indicators.
• Report on NPS by door and utilize this metric as an indicator of success.

Performance and Skills Requirements:

• Must be professional and well organized
• Must be able to communicate proficiently
• Has knowledge of US cannabis laws, specifically those impacting retail dispensaries
• Extensive knowledge of Marimed products & offerings
• Be able to communicate effectively with internal stakeholders
• Must possess excellent public relations skills and act as a representative of the organization
• Must be open to extensive customer relations training and brand guidelines
• Must have regular access to wifi
• Must be able to work weekends as needed
• Must be a minimum of 21 years of age

EDUCATION/EXPERIENCE: Associate degree or equivalent from a two-year college or technical school; or 2 years related experience and/or training; or equivalent combination of education and experience. Customer service, public relations, marketing, and communications experience is highly desirable.

TYPICAL PHYSICAL DEMANDS: Work requires periods of prolonged sitting and standing, some bending, stooping, and stretching. Requires normal range of hearing. May require extended exposure to digital screens.

Job Type: Full-time

Pay: From $44,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• Associate (Required)

Experience:

• related experience and/or training: 2 years (Preferred)

Ability to Commute:

• Norwood, MA 02062 (Required)

Work Location: In person

Salary : $44,000