Customer Service Representative

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.

Responsibilities:
• 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:
• 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.

Perks Rolled Just for You (for Benefits-Eligible Roles)

- Comprehensive Health Coverage – Medical, dental, vision, and prescription plans available for employees and their dependents.
- Mental Health & Wellness Support – Access to the AI-powered Sabender platform, confidential counseling and life coaching through PAS, nutrition coaching, and discounts at Husk Fitness.
- Flexible Paid Time Off (PTO) – Generous PTO to support work–life balance (availability may vary by state—ask your recruiter for details).
- Employee Assistance Program (EAP) – Free, confidential support for mental health, financial planning, legal matters, and more.
- Paid Parental Leave – Dedicated time to rest, recharge, and care for your growing family.
- 401(k) with Company Match – Save for the future with a 4% company match and immediate vesting.
- Pet Insurance – Affordable coverage options to keep your pets healthy.
- Employee Discounts – Exclusive savings at any of TerrAscend’s 39+ dispensary locations.
- Recognition Program – Earn points through peer-to-peer recognition and redeem for Amazon rewards or gift cards.
- Disability & Life Insurance – Company-paid protection for life’s unexpected moments.

*** Background Check Requirement ***
As a condition of employment, a complete background investigation will be conducted based on the rules of the specific State in which the employee is hired. Typically, the state investigative process includes a state and federal background check.

EEO Statement
At TerrAscend, employees and applicants are evaluated based on their qualifications, skills, and ability to perform the duties and responsibilities of the position. TerrAscend is committed to assuring equal employment opportunities to all employees and applicants.
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.

Disclaimer
This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. The list of job responsibilities, skills, duties, requirements, and the like is not exhaustive, rather it is illustrative of the current essential functions required for the position.

This organization participates in E-Verify.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.

Esta Organización Participa en E-Verify.
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Si E-Verify no puede confirmar que usted está autorizado para trabajar, este empleador está requerido a darle instrucciones por escrito y una oportunidad de contactar al Departamento de Seguridad Nacional (DHS) o a la Administración del Seguro Social (SSA) para que pueda empezar a resolver el problema antes de que el empleador pueda tomar cualquier acción en su contra, incluyendo la terminación de su empleo. Los empleadores sólo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9. Para más información sobre E-Verify, o si usted cree que su empleador ha violado sus responsabilidades de E-Verify, por favor contacte a DHS.

Statement on External Recruiting Agencies
TerrAscend and all affiliates do not accept blind resume submissions from external recruiting agencies. No fee will be paid to agencies who submit candidates without being under contract for an active search with TerrAscend. .