About brighthush

brighthush is the world’s leading licensed cannabis wholesale platform, moving over $1 billion in product value annually to retailers across California, New York, and Nevada. Our mission is simple yet powerful: empower the world to discover cannabis by providing choice, access, and innovation. We do this through a modern, scalable, technology‑first platform that connects hundreds of brands with thousands of retail partners, ensuring seamless order fulfillment, compliance, and customer experience at every touchpoint.

Backed by a visionary group of investors—brighthush, brighthush Co‑Founder Stanley Tang, brighthush Hall of Famer Joe Montana, brighthush creator Paul Buchheit, and brighthush co‑founder Justin Kan—brighthush is rapidly expanding across the U.S. and positioning itself as the largest and most influential cannabis distribution network worldwide. As a fully remote, high‑growth company, we blend cutting‑edge technology with a culture of collaboration, transparency, and continuous learning.

Why Join brighthush

At brighthush, you’ll be part of a mission‑driven team that is redefining an entire industry. We’re not just a platform; we’re a catalyst for innovation, compliance, and community. By joining our Customer Experience (CX) team, you’ll:

• Work with a dynamic, cross‑functional group that includes Operations, Sales, Finance, and Compliance.
• Help shape the future of cannabis distribution by providing real‑time feedback that drives product and process improvements.
• Gain exposure to a high‑scale SaaS environment and learn how to scale customer support at a global level.
• Be rewarded with a competitive salary, equity, and a comprehensive benefits package that supports your health, growth, and well‑being.
• Enjoy a fully remote work model that gives you the flexibility to work from anywhere while staying connected to a vibrant, high‑performing team.

Key Responsibilities

As a Dynamic Customer Experience Associate, you will be the frontline advocate for our B2B partners, ensuring that every interaction reflects the brighthush commitment to excellence. Your day‑to‑day responsibilities will include:

• Customer Support Excellence: Respond to inbound tickets, live chat, and phone inquiries with a solution‑oriented mindset, ensuring a 95%+ first‑contact resolution rate.
• Process Improvement: Analyze support metrics, identify bottlenecks, and collaborate with Product and Engineering to implement workflow enhancements.
• Compliance Oversight: Verify that all customer interactions adhere to state and federal cannabis regulations, maintaining audit readiness.
• Data‑Driven Insights: Generate weekly reports on ticket volume, resolution times, and customer satisfaction scores; present findings to leadership.
• Cross‑Functional Collaboration: Partner with Sales to onboard new retailers, with Finance to resolve billing disputes, and with Operations to coordinate shipment issues.
• Knowledge Base Management: Curate and update FAQs, troubleshooting guides, and training materials to empower self‑service for our partners.
• Product Feedback Loop: Capture user pain points and champion feature requests that enhance the platform’s usability and reliability.
• Continuous Learning: Participate in regular training sessions on cannabis compliance, product knowledge, and emerging industry trends.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, customer‑centricity, and a passion for the cannabis industry:

• Minimum of 2 years of experience in B2B customer support or account management, preferably in SaaS or logistics.
• Strong understanding of cannabis regulations (state‑specific) and a commitment to maintaining compliance.
• Proficiency with helpdesk platforms (e.g., Zendesk, Freshdesk) and CRM systems (e.g., Salesforce, HubSpot).
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Analytical mindset: comfortable working with data, generating insights, and presenting findings to stakeholders.
• Self‑motivated, organized, and able to thrive in a fully remote, fast‑paced environment.
• High emotional intelligence and a genuine desire to help partners succeed.

Preferred Qualifications

These additional qualifications will set you apart:

• Experience in the cannabis or regulated consumer goods industry.
• Knowledge of supply‑chain logistics and order‑to‑cash processes.
• Technical background (e.g., SQL, API integration) that enables you to troubleshoot platform issues.
• Previous involvement in product roadmap or feature prioritization.
• Fluency in multiple languages, especially Spanish, to serve a diverse partner base.

Skills & Competencies

Success in this role requires a blend of soft and hard skills:

• Customer‑First Mindset: Empathy, active listening, and a proactive approach to problem solving.
• Technical Literacy: Ability to navigate complex software, troubleshoot issues, and guide users through technical steps.
• Project Management: Prioritize tasks, manage timelines, and coordinate with multiple teams simultaneously.
• Data Analysis: Interpret metrics, identify trends, and recommend actionable improvements.
• Adaptability: Thrive in a rapidly evolving industry with changing regulations and technology.
• Collaboration: Work effectively across departments, building strong relationships with peers and leaders.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Associate, you will:

• Progress to a Senior CX Specialist or CX Manager role, leading a team of support agents.
• Transition into Product Management or Operations, leveraging your deep understanding of partner needs.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Attend industry conferences, webinars, and training sessions—often sponsored by brighthush.
• Contribute to the company’s strategic initiatives, influencing the direction of the platform and the industry at large.

Work Environment & Company Culture

Our culture is built on four core pillars:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation: A tech‑first mindset that encourages experimentation, rapid prototyping, and continuous improvement.
• Collaboration: Cross‑functional teams that break down silos and work together to solve complex problems.
• Well‑Being: Flexible work hours, mental health resources, and a commitment to work‑life balance.

Even though we are fully remote, we host quarterly virtual retreats and occasional in‑person meetups to strengthen team bonds and celebrate milestones.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Equity package to share in the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work schedule and fully remote work environment.
• Well‑being benefits such as gym memberships, meditation apps, and wellness stipends.

How to Apply

Ready to make an impact in a fast‑growing, mission‑driven company? Submit your resume and a cover letter that highlights your experience in B2B customer support, your passion for the cannabis industry, and why you’re excited about the brighthush vision.

We look forward to exploring how your expertise can help us elevate the customer experience for thousands of retailers and shape the future of cannabis distribution.