CX Supervisor

About Nabis
Nabis is the #1 Licensed Cannabis Wholesale Platform in the world with the largest portfolio of cannabis brands, supplying hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We’re at the forefront of this movement and are building an innovative technology-first platform to scale the entirety of the cannabis industry. Through dedication to enhancing efficiency, transparency, and customer satisfaction, Nabis is paving the way for sweeping legalization.

Our team, backed by Y Combinator and from a celebrity roster of tech luminaries and celebrities, including Doordash co-founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch cofounder Justin Kan, is scaling the cannabis supply chain with technology and our ultimate goal is to become the largest distributor of cannabis products in the world.

 WHY YOU'LL LOVE WORKING AT NABIS!

1. Competitive pay starting at $23.50 per hour, paid weekly.
2. You'll work at the fastest-growing cannabis startup!
3. Medical/Dental/Vision is offered to all full-time employees.
4. Well-rounded co-workers and teammates who are all striving towards the same goal. Nabis maintains a fun and energetic culture!

The Role
The CX Supervisor is responsible for overseeing the Order Support Associates and ensuring the smooth operation of day-to-day tasks such as assisting drivers, brands, and retailers to guarantee timely deliveries. The role manages escalated issues, creates tickets on behalf of other departments, and supports cross-functional collaboration. Additionally, the CX Supervisor maintains standard order support tasks, including responding to communications through various channels, and aligns closely with the Partner Success and Order Support teams to maintain high service standards. Stay adaptable to evolving business needs by supporting new workstreams, taking on additional responsibilities as required, and cross-training with other departments to enhance skill sets and ensure comprehensive support across the organization.

Responsibilities

• Supervise the CX team, ensuring adherence to SOPs, Schedule, and exceptional service delivery.
• Help train and supervise the Confirmations team as they migrate to the CX umbrella.
• Provide Supervisor role and experience in New York - Create SOPs and processes while we build the NY team and prepare for a NY-based manager. 
• Handle escalated portal issues, post-delivery Metrc concerns, and other escalated matters, routing tickets to appropriate departments as needed.
• Monitor CX team members’ inboxes to ensure responses are sent to partners within the SLA and prompt associates to respond if that threshold is exceeded.
• Review and reassign emails when necessary to ensure quality responses are provided.
• Assist with capacity management within the omnichannel (Tickets, Phones, Order Support).
• Assist with inbound and outbound calls during high-volume periods.
• Assist with Slack requests during peak times, ensuring drivers receive responses within 5 minutes.
• Assign Slack requests to CX associates based on availability within the CX schedule.
• Review incoming requests and ensure all threads are resolved by the end of the day.
• Ensure the Delayed Order SOP is consistently followed and continue to maintain the Delayed Order Sweep sheet.
• Conduct 1x1 coaching sessions with agents weekly, providing feedback and reviewing their KPIs.
• Flexibly support the omnichannel and take on additional workstreams as they present themselves
• Review and offer guidance on the Nabis platform, supporting manager projects and SOP creation.

Qualifications

• Excellent multitasking/organizational skills.
• Strong verbal and written communication abilities and practices proactive communication.
• Extensive knowledge of Nabis California procedures and principles.
• Ability to handle escalated partner complaints and issues calmly and professionally.
• Capable of coaching and mentoring associates effectively.
• Proficiency in Slack, Zendesk, and the Nabis platform.
• Ability to hold associates accountable for KPIs and ensure response times are met.
• Skilled in providing and receiving constructive feedback.

Nabis is an Equal Opportunity Employer

Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.