Customer Service Manager - Dyrect

Our mission is to make high-quality legal cannabis available to all our customers via our fast delivery platform and service. As a Customer Success Manager based in Irvine CA, you will utilize data to make operational innovations and build an exceptional delivery team. To be successful you will collaborate closely with Dispatch, Delivery, Purchasing, and Marketing to strategize and solve problems quickly.

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Responsibilities include...

• Establish KPI’s for the customer service team

• Build and manage the customer service with a focus on customer engagement, satisfaction, upselling, and retention

• Collaborate with dispatch and inventory management to identify potential order fulfillment issues

• Make recommendations and process improvements

• Recruit, select, train, and develop team members to build a positive, cohesive and stable team

• Manage compliance issues specific to cannabis delivery

• Provide feedback and performance management to the customer service team

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Requirements…

• 3 years of previous management experience in a relevant area such as call center, customer service or dispatch

• Experience in a startup environment

• Experience with eCommerce and/or logistics platforms like Dutchie and Blaze

• Industry experience in cannabis delivery or other app-based delivery to consumers; Medmen, Cura CS, Kush Bottles, Mammoth Distribution, Weedmaps, BudMan, Instacart, Uber Eats, goPuff, EatStreet

• Ability to work from our Irvine headquarters and travel to various locations throughout the region

• Ability to work in a fast-paced environment- the design, build and drive the car all at once

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