Digital Support Manager

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cannabis, RetailIndustries

Requirements

The candidate should have proven experience in a leadership role managing a support team, preferably in a digital or e-commerce environment, with at least 3 years of experience in e-commerce support and escalation management. Excellent communication and interpersonal skills are necessary, along with the ability to analyze complex issues, drive process improvements, and experience in training and development.

Responsibilities

The Digital Support Manager will lead and supervise a team of support specialists handling level 1 and level 2 support tickets, providing guidance for timely resolution and monitoring team performance. They will act as the primary point of contact for escalations, coordinating with cross-functional teams to resolve complex issues and ensure prompt communication. The manager will also develop and implement an enterprise Digital IT support model, establish SLAs, oversee the creation of learning materials and training courses, and provide mentorship and development opportunities for direct reports.

Skills

Digital Support

E-Commerce Support

Team Leadership

Customer Service

Issue Resolution

Performance Monitoring

Process Optimization

Cross-functional Collaboration

Escalation Management

IT Support Models

TerrAscend

Produces and sells cannabis products and services

About TerrAscend

TerrAscend specializes in producing and selling cannabis products for both medicinal and recreational use. The company grows cannabis plants and processes them into various forms, including dried flower, oils, and edibles, which are then sold through their own retail brands and other distribution channels. Unlike many competitors, TerrAscend has a comprehensive business model that includes cultivation, processing, manufacturing, and retail, allowing them to control the quality of their products from start to finish. Their goal is to provide high-quality cannabis offerings while ensuring compliance with safety and efficacy standards, and they aim to expand their market presence through strategic acquisitions and innovation.

Ontario, CaliforniaHeadquarters

2017Year Founded

$19.9MTotal Funding

IPOCompany Stage

Food & Agriculture, BiotechnologyIndustries

201-500Employees