The Trust & Safety Specialist is primarily responsible for providing protection against unethical, inflammatory, and illegal content on Weedmaps.com. Trust & Safety Specialists will also troubleshoot and report bugs that end users find on the website, mobile browser, or apps.
The ideal candidate should have at least 2 years of customer service experience and possess a strong passion for the marijuana industry. Excellent oral and written communication skills as well as the logistical competence needed to provide the highest level of review/forum moderation and end user support are also critical.
The impact you’ll make:
Assess content against Weedmaps policies
Identify and action all reviews/forum posts that require moderation
Review ‘Deals’ and ensure compliance with policies
Work with team leads to determine moderation/end user needs
Communicate and coordinate across teams to ensure the highest quality client experience
Serve as a client advocate to ensure that moderation expectations are not only met, but exceeded, in a timely manner
Escalate issues as appropriate using established protocols
Handle end user contacts, provide appropriate solutions and alternatives and follow up to ensure resolution
Take incoming calls and transfer to appropriate party
Record all customer interactions in Salesforce
What you’ve accomplished:
2+ years’ experience in customer service / support (with tech savvy and strong math skills)
Ability to multitask, prioritize and manage time effectively
Experience with SalesForce
Strong communication skills both verbally and written
Ability to work independently with systematic troubleshooting techniques, judgment and problem solving skills
Must be proactive, meticulous, organized and detail oriented
Well versed with Gmail, Google Suite, and Microsoft Office
A passion for the cannabis industry and the desire to develop the culture
Fully covered Medical, Dental, and Vision for employee AND dependents
401k matching: 50% match up to 6% of employee contribution
3 weeks accrued PTO and 5 immediate sick days
Basic Life/AD&D (Accidental Death and Dismemberment)
Voluntary Short and Long Term Disability
Flexible Spending Account
Catered lunch provided 5 days a week
All the equipment that you need to get your work done
Fully stocked pantries and refrigerators with healthy drinks and snacks
Casual work environment, read “no suit and tie required”, but you are free to dress to the nines
Weedmaps is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. We are looking for the smartest and most passionate people who want to join our team and develop the services, systems, and marketplaces that will serve the marijuana industry in the decades to come. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Founded in 2008, Weedmaps is a leading technology and software infrastructure provider to the cannabis industry. Our suite of cloud-based software and data solutions includes point of sale, logistics and ordering solutions that enable customers to scale their businesses while complying with the complex and disparate regulations applicable to the cannabis industry. In addition, our platform provides consumers with information regarding cannabis products across web and mobile platforms, including listing local retailers and brands, facilitating product discovery and allowing consumers to educate themselves on cannabis and its history, uses and legal status. Headquartered in Irvine, California, Weedmaps employs more than 400 professionals around the world, with offices including Barcelona, Berlin, Boston, Denver, New York, Phoenix and Toronto.
So what are you waiting for? Join the Weedmaps family!
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