Client Support Associate I (Onsite)

Client Support Associate (Onsite - 5 days per week onsite in Irvine, CA)

Overview:

The Client Support Associate I will provide administrative and technical support to the internal sales team and clients. 

This role will diagnose and resolve technical issues with our product suite and our third party partners; escalating to our support layers, including the support engineering team. This includes updating the client with a workaround or resolution until they are fully satisfied, keeping the assigned Account Executive and Account Manager informed of the pathway to resolution.

The Client Support Associate I will also provide administrative support by receiving cases through Salesforce and resolving them in a timely manner with exceptional quality. Tasks may include end-to-end review & execution of opportunities, updating account profiles, requesting credits, ad campaign configuration, creative asset collection, contract generation, and working with other departments to assist our sales team in the management of their accounts. 

The impact you'll make:

• Provide technical support (Tier-1) for the Weedmaps products
• Adhere to standard operating procedure for technical support when working with internal cases
• Execute opportunities through closed-won process in a swift and accurate manner
• Validate opportunities inside our trust & safety guidelines
• Maintain clear communication with the account team to support generating revenue. (e.g. monitor opportunities and proactively those in process)
• Provide cross-functional communication between sales and the cross-functional teams including, but not limited to, support engineers and accounts receivable
• Manage ad campaign set up and asset collection 
• Assist with large-scale account campaigns & activations
• Conduct administrative changes in account configuration management tools
• Participate in User Acceptance Testing, reporting defects, and analyzing issues in conjunction with the technology team
• Perform additional projects, and tasks as necessitated by the normal flow of the business

What you've accomplished:

• 1 year of experience in a B2B software support role 
• 1  year of experience in a technical support role
• Exceptional written & verbal communication skills providing clear communication
• A deep ability to multitask under tight timelines, excellent solutions oriented skills, interpersonal, and collaboration skills.  
• Efficient organizational skills and ability to multitask and prioritize in a high-volume, fast-paced environment 
• Ability to troubleshoot technical issues & think outside of the box and identify root causes
• Resolve partner issues, identify and present workarounds, and communicate application enhancements
• Strong technical aptitude in a SaaS environment
• Experience troubleshooting and/or executing User Acceptance Testing in conjunction with the technology team
• Capable of quickly adapting to new responsibilities and meeting new expectations
• Develop and maintain a working knowledge of industry trends and regulations
• Proficient with Salesforce & Google Workspace
• Minimal oversight required once instructions are provided
• Experience managing digital assets and checking compliance against internal specs

Bonus Points: 

• A passion for the cannabis industry and the desire to develop the culture
• 2 years of experience in a B2B software support role 
• 2  years of experience in a technical support role
• Develop and maintain a working knowledge of industry trends and regulations
• Experience working in Google Ad Manager or other ad servers
• Experience with designing, writing, editing and publishing articles for a help center
• Account management experience
• Experience with JIRA, Tableau
• Bilingual written and verbal (Spanish)

The base pay range for this position is $23.50 - $26.27 per hour. 

2025 Benefits for Full-Time, Regular Employees:

• Physical Health benefits: Medical, Dental & Vision:
• Employee - employer paid premium 100%
• Company contribution to a HSA when electing the High Deductible Health Plan
• For plans that offer coverage to your dependents, you pay a small contribution
• Mental Health benefits:
• Free access to CALM app for employees and dependents
• Employee Training
• Mental Health seminars and Q&A sessions
• Basic Life & AD&D - employer paid 1x salary up to $250,000
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