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Salary: USD 20 - 23 / hourly
Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. The company is backed by Y Combinator and notable investors including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan.
This Customer Experience Associate role is based in Rochester, NY and will support Nabis' growing New York market, working with brands and retail partners operating under New York State Office of Cannabis Management (OCM) regulations. You will act as an extension of the Nabis operation, actively aligning the goals of brands and retail partners with day-to-day operations.
Key responsibilities include:
- Providing support to both internal and external Nabis partners (brands and retailers)
- Supporting customer experience managers with ad-hoc projects and assisting Operations Managers
- Executing inbound and outbound calls, emails, and chats
- Maintaining response times, missed call rates, and other KPIs at or above team average
- Monitoring communications to keep other departments informed and responsive
- Working with internal and external stakeholders to champion partner needs and drive solutions that improve partner success
- Identifying and escalating issues to appropriate channels
The ideal candidate is punctual, detail-oriented, empathetic, and communicates clearly and effectively. You will work well in customer service situations and within operations.
Requirements:
- 2 years of relevant work or customer service experience
- Basic math skills
- Strong and timely communication across all platforms (phone, Zendesk, Slack) with correct grammar, spelling, and tone
- High level of patience and empathy for Nabis partners
- Ability to communicate between departments with humility and understanding
- Experience with de-escalation and client retention
- Basic knowledge of payments and collections, including cash-on-delivery (COD) processes and invoice reconciliation
- Keen awareness and situational judgment—able to read partner needs, prioritize urgent issues, and respond with appropriate urgency
- Collaborative, team-first orientation; success measured by partner outcomes, not individual credit
- Willingness to learn new software and platforms
- Adaptability and ability to multitask and manage multiple projects
- New York cannabis industry experience is a plus; familiarity with NYS Office of Cannabis Management (OCM) regulations is a strong advantage
- Bilingual in Spanish and English is a plus
