Client Support Specialist - Wholesale

Client Support Specialist (GrowFlow Wholesale product, by Dama) About Dama Financial: At Dama Financial, we use financial technology and traceability/POS software to solve problems that critically impact the growth and reputation of the cannabis industry.
We offer innovative, compliant, and sustainable financial products, removing the barriers that exclude cannabis businesses from accessing the fundamental financial solutions required to support a rapidly growing industry.
We have a diverse team of payments and software professionals with deep expertise in financial services, payments technology, traceability/POS systems and successfully building and growing companies.
Throughout the organization, you’ll find people who solve problems, deliver solutions, and deal with uncertainties while building best in class products for the industry.
The Role: The Client Support Specialist will play a critical role supporting and retaining our clients, as well as serving as the eyes and ears of our organization in understanding our clients’ needs.
The product you will focus on is our GrowFlow Wholesale application.
The responsibilities of the Client Support Specialist include but are not limited to: · Successfully understand the features of the GrowFlow product and deliver support to all clients · Respond promptly to client requests (primarily via chat) with clear resolutions, setting client expectations in cases where resolution will take more time · Ensure solutions are provided · Aid in maintaining external and internal training and support processes, and help center documentation · Answer questions or be the point person on solving issues surrounding all GrowFlow products · Serve as client advocate and educator that will solve the client’s problem and deliver quality solutions · Provide coverage where needed and contribute to the continuous support and improvement of the team · Overcommunicate and collaborate with Customer Success, Implementation, Product, Sales, Compliance or other teams in writing and by video meetings · Maintain internet connection & quiet workspace during work hours · Rotate with other team members to provide holiday and weekend emergency support to GrowFlow Retail POS clients Required Skills and Experience: · Excellent interpersonal, verbal, and written communication skills; you can explain complex issues in simple terms and adapt your tone for different users · Can organize and explain complex and technical support issues in simple terms and adapt your delivery for different client personnel · Proven track record of great customer support experience (bonus points for SaaS/tech startup experience) · Ability to roll up sleeves to get things done and the desire to follow through on commitments is a must · Ability to multi-task in multiple app tools and process visual information quickly; this is a fast-paced tech environment · Ability to set and reset expectations with clients · Ability to identify client needs, troubleshoot based on product functionality or get the right team members involved, and successfully implement solutions · You are humble, friendly, and genuinely love helping people solve problems and grow their business · Two years prior experience with the functionality of cannabis traceability systems (Metrc, BioTrack, etc.
) is highly preferred · Ability to troubleshoot hardware issues is preferred · Experience with Slack, Jira, and Confluence is preferred If you have a passion for helping others, being an integral part of a close-knit team, and delivering dynamic and robust solutions, this could be the perfect fit for you! Due to the nature of financial systems, you will be required to pass a background check.
Benefits: Healthcare 401K Generous PTO Remote Send resume and cover letter to jobs@damafinancial.
com Salary is commensurate upon experience.
Client Support Specialist - Wholesale (CHR) Client Support Specialist - Wholesale (LI) Client Support Specialist - Wholesale Client Support Specialist - Wholesale