• Act as the first point of contact for all customer support questions via email, chat, and social media • Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for customers • Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal • Assist in incoming questions from our ecommerce, shipping and bulk customers • Maintain all support contacts and history in Hubspot, Odeko’s CRM • Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner • Review delivery reconciliations and issue credits when necessary • Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc. • Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers • Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics

• Design and deliver advanced technical sessions (webinars, live builds, architecture deep dives, workshops) for platform, DevOps, security, and engineering audiences. • Create structured enablement series aligned to customer maturity stages (e.g., secure SDLC, supply chain hardening, container governance). • Develop repeatable technical learning paths that drive adoption beyond initial onboarding. • Design scalable PoC frameworks that customers can adopt independently or via cohort-based execution. • Define technical success criteria and evaluation benchmarks for common adoption scenarios (e.g., policy enforcement, image integrity, SBOM visibility, secure pipelines). • Translate Docker capabilities into practical architectural patterns customers can implement. • Act as a field-informed voice into Product and Engineering, surfacing real-world technical friction. • Serve as a subject matter expert for non-support technical questions that exceed standard documentation. • Partner with Sales Engineers and Post-Sales teams to ensure technical continuity without owning deal cycles.

• Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations • Troubleshoot complex platform issues: back office configuration, register transactions, receipt reconciliation, menu sync failures, discount and pricing issues • Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers • De-escalate high-urgency situations, dispensary customers are often mid-shift, and the stakes are real • Know when to escalate to a higher level or move to a call or Zoom rather than continuing to trade messages • Triage Pay by Bank issues: bank linking, funding delays, authorization errors, returns, and suspected fraud • Support basic METRC and compliance workflows: package tags, manifest generation, transfer workflows • Escalate compliance-adjacent issues to Tier 2 with complete documentation • Assist with inventory receiving, package creation, inventory room management, and audit workflows • Support catalog management, label configuration, and pricing updates • Validate integration setup, triage syncing issues, and process API key requests • Work alongside AI-assisted support tooling as a daily part of how you triage, troubleshoot, and route issues — not as a workaround, but as the workflow • Support customers using Dutchie’s AI-native products and agentic platform modules that are actively expanding • Bring genuine curiosity: experiment with new tools as they roll out, flag gaps when you find them, and contribute to how the tooling improves • Contribute to internal documentation when you resolve something that wasn’t written down. Every gap you close makes the whole team faster • Write complete ticket documentation on every contact: issue reported, steps taken, outcome, and next steps • Apply the 20-minute rule: if meaningful progress toward resolution hasn’t been made, escalate with full context • Apply correct classifications, tags, and macros before closing or escalating

• Answer incoming crisis and emotional support calls from individuals in need • Provide compassionate, non-judgmental listening and emotional support • Assess caller needs and follow established crisis intervention protocols • Accurately document call interactions in the organization's call management system • Maintain strict confidentiality and professionalism • Meet quality and performance standards related to crisis line operations • Participate in required training, coaching, and staff meetings as scheduled • Collaborate with supervisors and team members to ensure continuity of care and service excellence • Support the organization's mission of suicide prevention and emotional support