Customer Service Representative - Remote

About the Role

Join TerrAscend as a Customer Service Representative - Remote and be a vital part of our mission to enhance the lives of patients and customers through exceptional marijuana therapies and high-quality products. As a Customer Service Representative, you will be the frontline ambassador of our brand, delivering responsive, empathetic, and knowledgeable support to both retail dispensary customers and wholesale partners. This is an exciting opportunity to work in a rapidly growing industry while enjoying the flexibility of remote work.

What You'll Do

• Open and maintain customer accounts by accurately recording all account information.
• Manage inbound partner and customer emails, ensuring timely responses within 24 hours.
• Collaborate with the social media team to monitor and address service-related issues flagged online.
• Resolve product or service issues by identifying root causes and offering solution-driven guidance.
• Educate customers on cannabis product types, usage guidelines, and promotional opportunities.
• Support both retail dispensaries and wholesale clients with order entry, refunds, and exchanges.
• Maintain accurate records of customer interactions and transactions within our CRM.
• Contribute to the development and ongoing maintenance of internal knowledge resources.
• Recommend and assist with the implementation of customer-service process improvements.
• Assist with onboarding and training of future customer service team members.

Requirements

• High school diploma or equivalent (GED).
• 3–5 years of experience in customer service, call center, or a related support environment.
• Excellent written and verbal communication skills.
• Proficiency in tools such as HubSpot and Microsoft Teams.
• Ability to multitask and manage time effectively in a fast-paced, remote work environment.
• Friendly, professional demeanor with strong interpersonal skills.
• High attention to detail, accuracy, and documentation standards.
• Data-driven mindset with the ability to interpret performance metrics.
• Problem-solving attitude with a continuous improvement approach.
• Familiarity with cannabis products and compliance guidelines preferred.

Nice to Have

• Experience with CRM software.
• Knowledge of cannabis industry regulations.
• Previous experience in a remote work setting.

What We Offer

• Opportunity to work in a growing industry.
• Supportive work environment focused on community wellness.
• Training and development opportunities.
• Engagement with a passionate team.
• Flexible work arrangements.