Support Sherpa
Customer Success Department
Reports to: Director of Product Support
Flowhub designs and builds user-friendly business management and compliance products crafted specifically for the regulated cannabis industry.
Our Customer Success team is highly energetic, highly motivated, and incredibly passionate. We utilize Deployment Managers, Support Sherpas, and Account Managers to support our clients with adoption, usage, and ongoing success to help businesses grow and thrive. Cannabis Technology is a new industry with unique challenges and each member of our staff is helping to create a scalable and customer focused experience that will guide Flowhub into our next chapter of growth.
Flowhub has seen explosive growth since its inception and is expecting traction to pick up even more going into 2018. With our previous and upcoming success, Flowhub is heavily invested in bringing on talent that will help us to continue to build and be with the company for years to come.
Role Description:
Product Support is an integral and crucial element of Customer Success. Support Sherpas interact with our customer base more than any other role which means Support Sherpas are the voice of Flowhub. We are intently focused on delivering world-class customer experiences and firmly believe this is what differentiates us from our competition.
As a Support Sherpa, you will field and resolve inquiries from our customers through Phone, Email, and Screen Sharing solutions. Inquires range from general questions and feature requests to reporting software bugs. Our Support Sherpas also fulfill new and replacement hardware requests in addition to assisting with various special projects that come up from time to time.
Who will love this job:
A confident doer that can work both independently and collaboratively.
A practitioner of open communication and feedback
An optimizer in a constant mindset of improvement.
An energetic driver who works with purpose, passion and urgency
A person who will enhance every customer experience they’re involved with
A logical thinker who enjoys solving problems
An advocate of cannabis legalization and compliance
A tech-savvy troubleshooter
Responsibilities:
Field and Address Customer Inquiries. Managing communication around support inquiries and performing due diligence to find the appropriate response.
Maintain Accurate Records. Ensuring support requests are properly tracked and documented.
Relay Product Feedback from Customers. Communicating with appropriate managers and product team staff so that customer needs/wants are documented.
Influence Decisions. Understanding the Support process and help drive company decisions therein.
Requirements:
1-3 years previous experience in a Technical Support role
Proficient in office software, email, and easily adaptable to new technology
A genuine interest providing world-class customer experiences
About the Company
Our CEO, Kyle Sherman, worked as a cannabis compliance officer and experienced the problems with cannabis business software first hand. Frustrated by the platform his vertically integrated supply chain was using, he searched for something better. When his search failed him, he became fueled by a passion to create a system that would accelerate workflows, increase accuracy, and simplify compliance — ultimately allowing legalization to expand nationally.
In early 2015 Kyle began to build a team who shared his passion for cannabis, technology, and problem solving and started lobbying for a metrc™ open API. Headquartered in Downtown Denver, we’ve positioned ourselves on the front lines alongside large scale growers and dispensary owners in order to design the best possible product for the industry. We don’t settle for good enough. Our all-star team has left nothing unconsidered.