Customer Support Technician | REMOTE

Remote

Talent pool: apply to be considered for future opportunities /Full-time /Remote

Powering Trade For The Emerging Cannabis Industry

Distru is the #1 ERP in the Cannabis Industry! We are a highly technical and customer-driven team building a software platform to streamline the supply chain for the cannabis industry. Most of the top cannabis brands and distributors across the United States use our software to manage their entire operation and stay compliant.

We are stable, profitable, and heavily investing in growing new product lines to expand our reach in 2024/2025. Our investors include Felicis Ventures, Global Founders Capital, Poseidon Asset Management, and Village Global who have funded companies such as Shopify, Cruise, HelloFresh, Facebook, Slack, and Opendoor.

About the Opportunity

We are an intrinsically motivated team that works without ego, is constantly learning, and gains a deep sense of satisfaction when our customers email us thank you letters like this one:

"I can’t praise Distru enough, it’s head and shoulders above any platform I’ve encountered to date. Thank you for your persistence and providing us with the right tools." 

You will be working closely with the Customer Success Team and take ownership over making sure our customers are able to use Distru to its fullest to stay compliant and efficient in the cannabis industry. You are passionate about helping people and customer-obsessed. You enjoy and are exceptional at building relationships. You thrive working with a positive team and staying organized. You get excited about the success of Distru customers that will in turn help them build a thriving business in a fascinating growing market.

In addition to our competitive pay plan with equity, we will actively enable you to reach your career goals and grow with us.

We are constantly learning and solving real problems for the cannabis industry. The success of this industry matters!

This is a remote full-time opportunity.

Things you may work on

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales
• Responding to support tickets and identifying their issues
• Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem
• Solving complex tickets with tools like SQL
• Making video recordings of solutions for customers to have them watch
• Jumping on the phone with customers to debug issues
• Identifying common questions that should have a knowledge base article and helping us create that article
• Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)

Desired Experience

• A strong desire to learn and succeed in supporting cannabis operations
• Excellent written communication skills
• Comfort on the phone, strong email writing skills, and happy to handle objections
• A good sense of humor and desire to have fun
• Be willing to work specific hours to provide support coverage to our customers
• Prior experience taking calls directly from customers in a technical support capacity
• The ability to write about technical subjects clearly in a non-boring style
• Proposes solutions, doesn't just point out problems
• Proven to leverage tools to help solve problems i.e excel, software, etc.

• Preferred not required

• Previous CRM experience, Hubspot is a plus
• Previous experience using technical tools like SQL
• Experience in the cannabis industry
• Previous SaaS support experience
• Hands-on experience managing customer issues through ticketing solutions (such as Intercom)
• Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

Benefits

• 18 days Paid Time Off (We want you to use these!)
• Full Medical, Vision and Dental insurance coverage for employee, and 90% for spouse, domestic partner, and any dependent family members (US based employees)
• Competitive Salary
• Generous stock options with employee-friendly exercise terms and post-termination exercise window
• Working with successful and experienced teammates coming from top cannabis operations in the US
• Education on the ins and outs of the Cannabis Industry that's hard to find anywhere else

Interview Process

1. 30-minute Initial Interview.

2. Take-home assignment + 1-hour Technical Interview with Support Manager

3. 30-minute Culture Interview with Customer Success Manager

4. 30-minute Team AMA Interview

5. Offer Letter

Distru was formed by an environment of mutual respect and trust made up by people working together without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by law. We believe that diversity and inclusion among our team members is critical to our success and we proactively strive to recruit, develop and retain the best and brightest people from the most diverse candidate pools we can find all over the world.