Role Description The Senior Customer Service Representative serves as a subject matter expert within the Customer Support team, providing advanced support to healthcare professionals, patients, and internal partners. This role handles complex customer inquiries, resolves escalated issues, and exercises independent judgment in decision-making. In addition to managing high-volume interactions, the Senior Representative supports process improvement initiatives, mentors junior team members, and partners cross-functionally to ensure exceptional service delivery and compliance with industry regulations. This role plays a critical part in maintaining service excellence and driving operational efficiency. - Handle complex and escalated customer inquiries related to orders, billing, product availability, delivery discrepancies, and regulatory requirements. - Independently investigate and resolve moderately complex issues, exercising sound judgment and decision-making. - Serve as a subject matter expert for systems, processes, and product knowledge within the Customer Support team. - Act as an escalation point for junior representatives and provide guidance on issue resolution. - Process advanced order types, returns, credits, and exception cases with accuracy and compliance. - Partner cross-functionally with Sales, Supply Chain, Quality, Finance, and Regulatory teams to resolve customer concerns. - Ensure adherence to service-level agreements (SLAs) while maintaining a high standard of customer experience. - Identify trends or recurring issues and recommend process improvements to leadership. - Assist with onboarding and informal coaching of new team members. - Maintain compliance with company policies, quality standards, and industry regulations. Qualifications - High school diploma and minimum of 4 years of experience in related field. - Combined years of experience and education will be considered.

• You don't take our customers by the hand, but transform them with your knowledge into digital bosses! 👾 • It is your job to help and inform customers so they make the right decisions themselves. • Help them with questions about their shipments that they have created within our #1 shipping tool. • Ensure that our B2B customer group gets the help they need in a professional way and come up with solutions were necessary to make improvements. • Responsible for webcare 🕸, handling inbound calls 📞, chats ⌨️ & tickets 🎫 (via the Zendesk system), and answering questions about various topics such as software, shipments, and other issues customers can encounter.

Role Description Join our team of content editors responsible for maintaining and administering information about hotels. We edit and update property listings, ensure categories are accurate, and work to keep all information as up-to-date and clear as possible for our users. This position is open for the duration of the main employee’s maternity leave. After this period, there is a possibility of transfer to a permanent position if a vacancy is available. Job Responsibilities - Process incoming content editing requests: emails, tickets, hotel profiles, messages in corporate chats; - Prepare and proofread texts for product team projects; - Ensure the relevance and accuracy of hotel information: text descriptions, service details, photos, room categories, accommodation conditions, and payment and cancellation policies; - Maintain and update the hotel tax database: correct and add taxes at the hotel and regional level, work with tax documentation; - Monitor and update geodata: revise and correct information about hotel locations and geographic objects; - Ability to quickly switch between tasks and handle several assignments in parallel; - Excellent spelling and punctuation, strong computer literacy; - Confident PC user, experience with Google Docs; - Attention to detail, perseverance, and a high level of self-organization; - English language proficiency at Upper Intermediate level or higher. Qualifications - Excellent spelling and punctuation, strong computer literacy; - Confident PC user, experience with Google Docs; - Attention to detail, perseverance, and a high level of self-organization; - English language proficiency at Upper Intermediate level or higher. Requirements - Ability to quickly switch between tasks and handle several assignments in parallel; Benefits - Remote work format, shift schedule 2/2 with flexibility regarding working hours if needed; - Ambitious and supportive team who love what they do, appreciate each other, and grow together; - Internal programs for adaptation and training, development of soft skills, and leadership abilities; - Partial compensation for participating in external training and conferences; - Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world; - Corporate prices on hotels and travel services; - MyTime Day Off - an extra non-working day without loss of compensation.

Role Description This role is the heartbeat of the GTI Consumer Experience Team. You're the first voice a consumer hears, the first human behind the chat, the first person who makes them feel like they matter. You're not just answering questions; you're delivering on our mission to promote well-being through the power of cannabis and helping people live freely. Every interaction is an opportunity to create a seamless, empathetic experience that turns a consumer's frustration into trust and their question into confidence. That's the VIBE. That's the standard. Responsibilities - Show up for every consumer like they're the only consumer. Value them from the first moment of contact, acknowledge quickly, and make them feel prioritized. - Deliver exceptional support across chat, phone, and email. Handle up to 3 concurrent chats and 1 call, keeping quality high across every channel. - Instill trust by communicating clearly, honestly, and with empathy. Own the interaction, stay calm under pressure, and guide the consumer to resolution. - Build the experience. Actively listen, personalize your approach, and meet consumers where they are -- Adult Use or Medical, frustrated or curious. - Educate the consumer. Explain what happened, what you did about it, and what to expect next. Leave no one guessing. - Follow conversation guides while applying real critical thinking. The guide is the baseline; VIBE is what makes it great. - Document consumer and patient information accurately and completely. - Stay current on products, policies, regulations, and procedures. The cannabis space moves fast -- we move with it. - Assist consumers with account access, order questions, and product guidance when appropriate. - Navigate multiple systems simultaneously without letting the consumer feel the friction. - Adapt to regulatory, policy, and process changes as they come. Flexibility is part of the job. - Communicate with your teammates like the team-first people we are. We over me, always. - Meet and exceed individual and team goals. We hold ourselves to a high bar because our consumers deserve it. - Show up consistently. Remote doesn't mean disconnected -- your team and your consumers are counting on you. Qualifications - 1-3 years of customer service or contact center experience. - Cannabis industry experience preferred, but not required. - A natural ability to make people feel heard. Warmth, patience, and energy come standard. - Strong communication skills across written and verbal channels. You adapt your tone -- calm and clinical for Medical consumers, warm and energetic for Adult Use. - Proven ability to manage multiple conversations and tasks without dropping the ball. - Experience supporting consumers via phone, chat, and email. - Comfort working across multiple platforms and systems at once. - The stamina for extended screen time and the focus to stay present through a full shift. - A genuine belief that wellness is a right -- not a luxury -- and a desire to help people access it. Requirements - Must pass any and all required background checks. - Must be and remain compliant with all legal or company regulations for working in the industry. Benefits - Our Mission: To promote well-being through the power of cannabis. - We’re humble — We prefer quiet confidence and don’t shout about our success. - We’re hardworking — We put our heads down and get the job done. - We’re grateful — Working in our industry is a privilege and an act of service. - We’re transparent — Honest and open communication keeps us healthy as an organization. - We’re collaborative — And believe good ideas can come from anywhere. - We have a growth mindset — One that’s grounded in well-being.