Full-Time Implementation and Support Specialist

Company Overview: At Sweed, we help cannabis retailers manage everything in one place. From point of sale and e-commerce to delivery, analytics, marketing, and inventory management, we simplify daily operations.

Job Summary: As an Implementation and Support Specialist, you'll ensure customer satisfaction from day one. You'll guide users onsite/offsite during onboarding, and serve as the initial support contact post-launch for all product components.

Location and Working Hours: Primarily remote with 25% required travel for onboarding. Onsite hours are project-specific; offsite support hours are 10am-6pm EST.

Responsibilities:

• Handle diverse customer inquiries about product features and technical issues.
• Troubleshoot complex technical problems promptly.
• Collaborate with teams to address technical challenges.
• Provide feedback to account, product, and development teams.
• Communicate product updates/changes to customers.
• Test new features to meet customer requirements.
• Maintain support request records.
• Stay updated on product knowledge and industry trends.
• Identify and suggest support process improvements.

Required Qualifications:

• Prior experience in customer service or retail operations.
• Experience with a point of sale system (ideally Sweed).
• Experience implementing new technology solutions.
• Passion for new technology.
• Teamwork skills.
• Excellent communication skills (English).
• Accountability and punctuality.
• Ability to travel (minimum 25%).

Desired Qualifications:

• Cannabis industry experience.
• SaaS experience.
• Point of sale system support experience.
• Technical certifications.

Benefits: Medical, dental, vision insurance; paid parental leave; company holidays; generous PTO. Sweed is an Equal Opportunity Employer.

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