Implementation and Support Specialist

Company Overview

At Sweed, we’ve created a platform that helps cannabis retailers manage everything in one place. From point of sale and e-commerce to delivery, analytics, marketing, and inventory management, we simplify day-to-day operations so businesses can focus on what’s important to them.

Job Summary

As an Implementation and Support Strategist at Sweed, you'll be the key to ensuring our customers have a great experience with the product from day one. You'll work closely with users, both onsite and off, offering in-person guidance and troubleshooting during their onboarding journey and then serving as the initial contact point when clients need continuing support with any component of the product after launch. Location and Working Hours: This is a predominantly remote position, with a flexible amount of required travel for onboarding projects (minimum, 25%). Onsite hours are predetermined based on location hours for the project, but offsite support work for this position will be a 10am-6pm EST schedule.

Responsibilities

• Welcome diverse customer inquiries related to product features and technical issues.

• Troubleshoot and resolve complex technical problems in a timely manner.

• Collaborate with cross-functional teams to address and solve technical challenges.

• Provide feedback to account, product, and development teams based on customer input.

• Communicate product updates and changes to customers.

• Test new features to ensure they meet customer requirements.

• Maintain records of support requests and issues.

• Stay updated on product knowledge and industry trends.

• Identify and recommend improvements to support processes.

Required Qualifications

• Prior experience in customer service or retail operations.

• Experience using a point of sale system (ideally, Sweed).

• Experience implementing a new technology solution for a client.

• Passion for adopting/using new technology.

• Experience working closely with a team to accomplish shared goals.

• Excellent communication skills (English).

• Personal accountability and concern for punctuality.

• Ability to travel (minimum, 25%).

Desired Qualifications

• Prior experience working in the cannabis industry.

• Prior experience working in SaaS.

• Experience supporting a point of sale system.

• Technical certifications.

Benefits

• Medical, dental, vision, and other health insurance options.

• Paid parental leave.

• Paid company observed holidays.

• Generous paid time off.

Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.