Company Summary

RISE Brands is a wholesale B2B cannabis distribution company, dedicated to revolutionizing the way retail businesses source products for their customers. By leveraging proprietary technologies, industry-leading logistics infrastructure, and deep supply chain relationships, RISE is redefining “cannabis distribution” for the 21st century.

Key Responsibilities

RISE Logistics is seeking a highly motivated, experienced Director of Customer Success. The ideal candidate will have experience building and managing customer service teams in logistics-focused startup environments. In this role you will be building a team focused on customer education, real-time troubleshooting and problem solving, a implementation of scalable business tools.

This management position is based in our Oakland, CA facility, and will be reporting and working with a team across multiple locations in California. This role will require you to wear many hats, and requires comfort with the legal cannabis market.

Essential Duties and Responsibilities

  • Ensure RISE Brands provides an industry leading customer service experience, create engaged customers, and facilitate organic growth through excellent customer communication, rapport and inside sales.
  • Manage a team focused on onboarding and supporting brands and dispensaries that RISE serves
  • Implement scalable processes built around tools like Zendesk
  • Prioritize and optimize the team’s workload and execute with a sense of urgency and preciseness.
  • Supervise the customer service team, including but not limited to managing KPIs, work efficiency and completing performance evaluations
  • Recruit, mentor and develop Account Managers and nurture an environment where associates can excel through encouragement and empowerment
  • Promote a professional culture that is both socially responsible, fun and ethical.
  • Analyze statistics and compile accurate reports

Required Skills and Experience

    • At least 5 years of experience managing customer services teams
    • Strong management and customer relations skills
    • Proven working experience as a customer service manager
    • Comfortable and excited to work in a fast-paced and quickly evolving startup environment
    • Logistics background strongly preferred (NVO, Customs Brokerage or Drayage)
    • Process oriented, focused on continuous improvement
    • Ability to dynamically manage workload allocation of the team
    • Awareness of industry trends
    • Ability to think strategically and to lead
    • Bachelor’s degree, with a focus in Business Administration or related field strongly preferred

      Experience

      • Senior Management in Customer Service: 4 year (Required)
      • Logistics Experience (Required)
      • Business tool implementation such as Zendesk and CRMs (required)

     

Compensation & Benefits

  • Competitive Salary with potential for bonus
  • Collaborative team environment
  • Career growth opportunities
  • Medical, dental, vision insurance
  • Reimbursement for travel/lodging
  • Potential for equity

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