Customer Service Specialist I, B2B & B2C (Onsite)

Weedmaps•Irvine, CA

9h•$21 - $23•Onsite

About The Position

Customer Service Specialist I, B2B & B2C (Onsite - 5 days per week in Irvine, CA) Overview: The Customer Service Specialist I, B2B & B2C will deliver high-quality customer service, going above and beyond to build trust, support and loyalty to our platform. This role is responsible for ensuring that our B2B clients (Dispensaries and Delivery Clients) are able to successfully utilize all aspects of our platform to maximize their customer service and sales initiatives. The impact you'll make: Good written and verbal communication skills, bilingual a plus Provide clear, professional, & friendly communications to both end-users and internal Weedmaps contacts throughout the troubleshooting process until resolution Field and efficiently diagnose customer reported technical, pre- and post-sales issues via phone, email, and chat Efficiently escalate issues internally in the event the issue cannot be resolved via normal troubleshooting steps Assess content against Weedmaps policies Identify and take action against all reviews/forum posts that require moderation Provide detailed notes on each customer interaction Adhere to your schedule. Assigned shifts may include evenings, weekends and some holidays. Participate in User Acceptance Testing, reporting defects Identify and share enhancement requests from clients Follow all standard operating procedures

Requirements

1+ years of experience in customer service supporting B2B clients
Good communication skills, both written and verbal
Efficient organizational skills and the ability to multi-task and prioritize in a high-volume, fast-paced environment
Capable of quickly adapting to new responsibilities and meeting new expectations in a rapidly growing company and industry
Ability to work independently with systematic troubleshooting techniques, judgment, and problem-solving skills

Nice To Haves

Experience with Salesforce
A passion for the cannabis industry
Account Management Experience
Bilingual written and verbal (Spanish)
Experience with Jira, or other ticketing systems
Experience with Gmail & Google Suite
Technical aptitude with respect to SaaS products a plus

Responsibilities

Provide clear, professional, & friendly communications to both end-users and internal Weedmaps contacts throughout the troubleshooting process until resolution
Field and efficiently diagnose customer reported technical, pre- and post-sales issues via phone, email, and chat
Efficiently escalate issues internally in the event the issue cannot be resolved via normal troubleshooting steps
Assess content against Weedmaps policies
Identify and take action against all reviews/forum posts that require moderation
Provide detailed notes on each customer interaction
Adhere to your schedule. Assigned shifts may include evenings, weekends and some holidays.
Participate in User Acceptance Testing, reporting defects
Identify and share enhancement requests from clients
Follow all standard operating procedures

Benefits

Physical Health (Medical, Dental & Vision)
100% employer-paid premium for employees
Up to 80% coverage for dependents
Up to $2,000 company HSA contribution with the High Deductible Health Plan
401(k) Retirement Plan (employer will match contribution up to 3.5% of employee contribution)
Basic Life & AD&D - employer paid 1x salary up to $250,000
Supplemental, voluntary benefits
Student Loan Repayment/529 Education Savings with a monthly company contribution
FSA (Medical, Dependent, Transit and Parking)
Voluntary Life and AD&D Insurance
Critical Illness Insurance
Accident Insurance
Short- and Long-term Disability Insurance
Pet Insurance
Identity theft protection
Legal access to a network of attorneys
PTO, paid sick leave, and company holidays (including a 2026 holiday shutdown)
Paid parental leave