Email/Chat Support Specialist

This is a remote position.

Join our dedicated team at a leading Medical Marijuana Clinic, where your expertise in email and chat support will directly contribute to improving the health and wellness of our community. As an Email/Chat Support Specialist, you will be the frontline voice for patients and clients seeking guidance, information, and assistance with their wellness journey.

This role offers a unique opportunity to combine customer service skills with a passion for health and fitness in a rapidly evolving industry. Your ability to provide clear, compassionate, and accurate support will help foster trust and satisfaction among our clientele.

Location: United States (Remote)

Key Objectives

• Deliver timely, professional, and empathetic support via email and chat channels.
  
• Assist patients and customers with inquiries related to medical marijuana products, clinic services, and wellness programs.
  
• Ensure all communications comply with regulatory standards and company policies.
  
• Collaborate with internal teams to resolve issues and improve the overall patient experience.
  

Responsibilities

• Respond promptly and accurately to customer inquiries through email and live chat platforms.
  
• Provide detailed information about medical marijuana products, usage guidelines, and clinic procedures.
  
• Document interactions and maintain comprehensive records in the customer relationship management (CRM) system.
  
• Identify and escalate complex issues to appropriate departments while maintaining ownership of the customer experience.
  
• Stay updated on industry trends, product knowledge, and regulatory changes to ensure accurate communication.
  
• Maintain a professional and compassionate tone in all interactions, fostering a supportive environment for patients.
  
• Assist in developing and refining support scripts and FAQs to enhance service quality.
  

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
  
• Minimum 1-2 years experience in customer support, preferably in health, wellness, or related industries.
  
• Excellent written communication skills with a strong command of English (US).
  
• Proficiency with email and chat support software, CRM tools, and basic computer applications.
  
• Ability to handle sensitive information with discretion and confidentiality.
  
• Strong problem-solving skills and the ability to remain calm under pressure.
  
• Familiarity with medical marijuana regulations and terminology is a plus.
  
• Demonstrated empathy and commitment to patient-centered service.
  

Benefits

• Competitive salary with performance-based incentives.
  
• Comprehensive health, dental, and vision insurance plans.
  
• Opportunities for professional growth and ongoing training.
  
• Supportive and inclusive workplace culture focused on wellness and balance.
  
• Employee discounts on clinic products and wellness programs.
  
• Flexible scheduling options to promote work-life harmony.