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    • Customer Service Manager - Troy, MI - Jars Cannabis

    Jars Cannabis
    Jars Cannabis Troy, MI

    2 months ago

    Description

    JARS Cannabis

    Ready to elevate your career path to a new all-time high?

    JARS Cannabis is more than just your average cannabis brand and retailer. We are a culturally inspired organization on a mission to rewrite the existing narratives that surround cannabis, one community at a time. We seek to empower the future leaders of our industry while creating an inclusive workplace environment that is fueled by celebrating the intersection of cannabis with creativity, community, and collaboration.

    Implementing a progressive approach, we aim to provide only the highest quality of product and service to our customers and the communities that we are fortunate to inhabit. Striving to set a new standard of professional excellence in cannabis retail, our highly motivated team is comprised of knowledgeable experts who are committed to making the integration of cannabis into any lifestyle both easy and accessible.

    Does this spark your interest? If so, we'd love to hear from you

    What we are looking for:

    The Customer Service Manager (CSM) at JARS Cannabis leads with empathy, precision, and grit. This role is responsible for overseeing all day-to-day customer support functions across delivery, pickup, in-store, curbside, and digital channels. As a cross-functional leader, the CSM ensures operational excellence, regulatory compliance, customer satisfaction, and team development in alignment with the values and vision outlined in the JARS Leadership code.

    KEY RESPONSIBILITIES

    LeadershipTeam Development

    • Lead, mentor, and develop a remote team of Customer Service Associates and Leads to meet KPIs and service standards.
    • Facilitate structured coaching sessions using the SBI (Situation, Behavior, Impact) model and maintain an ongoing culture of feedback and recognition.
    • Foster accountability through regular performance reviews, daily queue management, and real-time troubleshooting using Genesys PureCloud.

    Operational ManagementEscalation Oversight

    • Own the resolution of complex customer escalations with empathy and compliance, including product complaints, delivery disputes, returns, credits, and loyalty discrepancies.
    • Ensure consistent adherence to SOPs across all workflows, including OTP ordering, fulfillment coordination, ID verification, returns, credits, and state-specific regulations (MI/CO).
    • Serve as escalation point for issues outside rep authority-credit approvals over $10, repeated service failures, regulatory concerns, and high-risk customer interactions.

    Systems, ToolsCompliance

    • Ensure mastery and accountability across all customer service platforms: Genesys PureCloud, Dutchie POS, Alpine IQ, and internal chat tools.
    • Monitor and maintain compliance with state-specific regulations including allotment limits, ID requirements, and delivery restrictions.
    • Uphold documentation standards in journals, drop-down notes, and audit logs to ensure transparency and interdepartmental continuity.

    Performance, ReportingCX Analytics

    • Analyze call metrics, wrap-up codes, customer feedback, and operational KPIs to identify trends, process gaps, or coaching needs.
    • Deliver weekly reports on service level adherence, call resolution timelines, customer sentiment, and training outcomes.
    • Create and maintain feedback loops with Ecommerce Ops, Dispatch, Retail, and Training teams to ensure consistent service delivery.

    TrainingProcess Improvement

    • Design and deliver training modules, knowledge refreshers, and onboarding programs for customer service associates and leads.
    • Partner with Ops leadership to pilot new service enhancements, workflows, and digital tools to improve customer and team experience.
    • Drive system-level improvements through root-cause analysis and structured problem-solving frameworks.

    Brand VoiceCulture

    • Uphold and model JARS' tone: inclusive, daring, playful, nimble, gritty-even under pressure.
    • Coach reps on tone calibration, emotional intelligence, and escalation language using approved scripts and tone guides.
    • Reinforce brand trust across all archetypes (Closet Consumer, High-End Shopper, Budget Dabber, etc.) through tailored service interactions.

    REQUIRED QUALIFICATIONS

    • 3-5 years in a customer service leadership role, ideally in a regulated or high-compliance industry (cannabis, alcohol, fintech, healthcare).
    • Proven success managing remote teams in a fast-paced, omnichannel environment.
    • Expert knowledge of customer service systems (Genesys, Zendesk, or similar), POS (Dutchie preferred), and loyalty tools (Alpine IQ).
    • Strong understanding of Michigan and Colorado cannabis compliance regulations.
    • Demonstrated success in coaching, training, and performance management.
    • Exceptional written and verbal communication skills.
    • High emotional intelligence and sound judgment under pressure.
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