The role
Dutchie's Product Support Specialist handles inbound email, phone and chat across its POS, ecommerce, payments and loyalty products. It's a 7-day operation with AI-assisted support tooling built into the daily workflow.
What you'll do
- Handle inbound contacts by email, phone and live chat across the full platform
- Troubleshoot POS, menu sync, pricing and hardware issues for dispensary staff
- Triage Pay by Bank problems and support basic METRC compliance workflows
- Validate integration setup and process API key requests
- Document every ticket and escalate with full context
What they're looking for
Must-haves
- 2+ years in customer-facing support, ideally for a SaaS platform
- Clear written and verbal communication on technical issues
- Composure with frustrated customers in high-urgency situations
- Comfort with web software, CRMs and Google Workspace
- Availability for evenings, weekends and holidays
Nice to have
- Experience with POS systems, retail tech or cannabis compliance
- Familiarity with Zendesk, Salesforce, Slack and Zoom
- Cannabis industry or dispensary operations background
Skills and platforms
- Customer support
- Technical troubleshooting
- SaaS platform support
- Point of sale systems
- Hardware troubleshooting
- Documentation
- De-escalation
- AI tooling
- Compliance workflows
- Inventory management
- API key management
- Communication skills
- CRM software
- Google Workspace
- Retail operations
Perks
- Medical benefits
- Dental plan
- Vision plan
- Equity packages
- Technology allowance
- Flexible vacation
- Sick days
The company
Dutchie
Software Development
Dutchie is the cannabis technology software platform enabling cannabis commerce, streamlining dispensary operations, and providing safe and easy access for consumers.
Summarised by Jobs That Travel from Dutchie's listing.
