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At TerrAscend, we don’t just grow cannabis — we grow possibility. Whether it’s cultivating top-tier flower, supporting patients with trusted therapies, or crafting premium products for adult use, we’re here to elevate lives. As a trailblazer in the cannabis industry, our roots run deep and our sights are set high. If you’re ready to shape the future of cannabis with a team that believes in quality, care, and community — let’s grow together.
The Customer Service Representative (CSR) at TerrAscend is a frontline ambassador of our brand, delivering responsive, empathetic, and knowledgeable support to both retail dispensary customers and wholesale partners. This role is essential to ensuring a seamless and satisfying customer experience across all channels.
The CSR will manage inbound inquiries, troubleshoot product or service issues, educate customers on cannabis products, all while upholding TerrAscend’s commitment to quality, compliance, and community. As a trusted resource, the CSR plays a key role in building customer loyalty, resolving issues with professionalism and care.
Job Overview
- Job Type: Full-time
- Work Setting: Work from home
- Location: Remote (Global)
- Salary: $18.00 – $20.00 per hour
- Employer: TerrTerrAscend
Responsibilities
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- Open and maintain customer accounts by accurately recording all account information.
- Manage inbound partner and customer emails, ensuring timely responses within 24 hours.
- Collaborate with the social media team to monitor and address service-related issues flagged online.
- Resolve product or service issues by identifying root cause and offering solution-driven guidance and working with various business unit partners.
- Educate customers on cannabis product types, usage guidelines, terpenes, cannabinoid profiles, and promotional opportunities.
- Support both retail dispensaries and wholesale clients with order entry, refunds, exchanges, and general inquiries.
- Maintain accurate records of customer interactions and transactions within CRM and service tools and report data monthly.
- Contribute to the development and ongoing maintenance of internal knowledge resources (FAQs, SOPs, playbooks).
- Recommend and assist with implementation of customer-service process improvements.
- Assist with onboarding and training of future customer service team members.
- Follow all communication procedures, documentation standards, and company policies.
- Work cross-functionally with Sales, Inventory, Compliance, and Marketing teams to ensure smooth customer support experiences.
- Perform additional duties assigned to support continuous improvement.
- Other duties as assigned.
Qualifications & Requirements
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- High school diploma or equivalent (GED).
- 3–5 years of experience in customer service, call center, or a related support environment.
- Excellent written and verbal communication skills.
- Proficiency in tools such as HubSpot, Microsoft Teams, and inventory/order management platforms (e.g., LeafTrade).
- Ability to multitask and manage time effectively in a fast-paced, remote work environment.
- Friendly, professional demeanor with strong interpersonal skills.
- High attention to detail, accuracy, and documentation standards.
- Data-driven mindset with the ability to interpret performance metrics to guide improvement.
- Problem-solving attitude with a continuous improvement approach.
- Familiarity with cannabis products, terpenes, cannabinoid profiles, and basic compliance guidelines preferred.
- Experience working in the cannabis industry or as a budtender is a plus.
- Comfortable with social media-based customer service interactions.
- Passion for customer success, community wellness, and ethical business practices.
- Background Check Required.
TerrAscend is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, creed, gender, pregnancy or related medical conditions, age, national origin or ancestry, physical or mental disability, genetic information, sexual orientation, to include gay, lesbian, bisexual, transgender and gender identity, or any other consideration protected by federal, state or local laws. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers.
