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.

• Provides support to partners with a high attention to detail • Researches, analyzes, and documents findings • May influence others within the Services & Support team through the explanation of facts, policies, and practices • Interacts with partners to provide support via email, phone, chat, cases, and remote sessions • Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction • Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies • Provides guidance and performs regular queue review for junior team members • Identifies and escalates trending issues and potential software defects to leadership and development • Acts as an escalation point for complex issues • Contributes to written articles for internal and external knowledge base • Identifies and escalates situations requiring urgent attention to appropriate teams • Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering • Manages a queue of resolving support cases • Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem • Communicates new release features and improvements to our partners that better their experience

Role Description Dog Academy is seeking a Customer Support Specialist to assist clients and trainers in our remote call center support team. This role combines customer service, communication, and a passion for animals. What You'll Do - Assist clients via phone, chat, and video - Support trainers and clients with program questions - Maintain strong customer relationships - Resolve issues efficiently and professionally Qualifications - Customer support or call center experience preferred - Strong communication and interpersonal skills - Basic knowledge of dog training (preferred) - Comfortable using multiple systems Benefits - Work from home full-time - Make a real impact helping dogs and owners - Collaborative and supportive team environment Company Description We are an equal opportunity employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

• Provide exceptional customer service and efficiently tag content for better organization and discoverable. • Respond to customer inquiries via emails and chats with proper Grammar structure, Punctuation, and having proper writing etiquette. • Identify and resolve customer needs and complaints. • Maintain records of customer interactions. • Analyze and tag content accurately based on predefined criteria.